Customer Support Representative - escalations (Richmond, VA)

Bright Iron Insurance Group sells home, auto and small-business insurance in Richmond, and we need a Customer Support Representative to lead our escalations. Claims teams work together and share what they learn. 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including catastrophe response, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with catastrophe response. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.