Customer Support Representative - escalations (remote)

Nova Willow Insurance Group provides coverage to households and businesses around Providence. We are hiring a Customer Support Representative to take on escalations. We care about how people feel on the worst day of their year. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including claims, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with claims. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Providence. • We reply to every applicant.