Customer Support Representative - escalations (Rochester, NY)

Redstone Lantern Insurance Group sells home, auto and small-business insurance in Rochester, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 937 people based in Rochester. 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. • Resolve billing and account issues, including premium billing, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 • Experience with premium billing. • Bilingual English and Spanish. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.