Customer Support Representative - phone and chat support (remote)

Fernwood Lantern Insurance is an insurance company in San Antonio with claims and service teams. 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 • Resolve billing and account issues, including customer complaints, 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. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with customer complaints. Working arrangement • Part-time, about 28 hours a week, mornings. • Remote-friendly, with quarterly visits in San Antonio. • We will tell you what to expect at each step of the hiring process.