Customer Support Representative - phone and chat support (Des Moines, IA)

Fernwood Bright Insurance is an insurance company in Des Moines with claims and service teams. We are hiring a Customer Support Representative to take on phone and chat support. We care about how people feel on the worst day of their year. What you will do • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 clear deliverables from the first week. • On site in Des Moines, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.