Senior Customer Support Representative - escalations (Oklahoma City, OK)

Lumen Timber Insurance is an insurance company in Oklahoma City with claims and service teams, and we need a Senior Customer Support Representative to lead our escalations. We care about how people feel on the worst day of their year. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer complaints, 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. • Share recurring problems with the team so they can be fixed. 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 • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Oklahoma City, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.