Customer Support Representative - phone and chat support (Chicago, IL)

We are growing our team at Rivermark Lantern Insurance and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 124 people based in Chicago. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 catastrophe response. Working arrangement • Full-time, Monday to Friday. • On site in Chicago, with some flexibility after the first few months. • We reply to every applicant.