Senior Customer Support Representative - escalations (Cleveland, OH)

Northwind Ridge Insurance is looking for a Senior Customer Support Representative. The job centres on escalations for underwriting files, and it would suit someone who likes steady, practical work. You would join a large organisation of about 434 people based in Cleveland. What you will do • Resolve billing and account issues, including underwriting files, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • 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 • Experience with underwriting files. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Cleveland. • Applications are reviewed on a rolling basis.