Customer Support Representative - phone and chat support (remote)

We are growing our team at Westbrook 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 40 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including premium billing, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 premium billing. Working arrangement • Part-time, about 16 hours a week, afternoons. • Remote-friendly, with quarterly visits in Richmond. • Applications are reviewed on a rolling basis.