Customer Support Representative - phone and chat support (Madison, WI)

Ironwood Cobalt Insurance provides coverage to households and businesses around Madison. We are hiring a Customer Support Representative to take on phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including policy renewals, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with policy renewals. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Madison, with some flexibility after the first few months. • We reply to every applicant.