Customer Support Representative - phone and chat support (Oakland, CA)

Fernwood Loom Insurance is an insurance company in Oakland 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 • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including policy renewals, 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. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with policy renewals. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Oakland. • We reply to every applicant.