Senior Customer Support Representative - escalations (Indianapolis, IN)

Amberfield Insurance provides coverage to households and businesses around Indianapolis, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 24 people based in Indianapolis. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 catastrophe response. Working arrangement • Full-time, on a regular day shift. • On site in Indianapolis. • Applications are reviewed on a rolling basis.