Senior Customer Support Representative - escalations (Orlando, FL)

Westbrook Amber Insurance provides coverage to households and businesses around Orlando, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Orlando. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including policy renewals, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with policy renewals. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Orlando. • Applications are reviewed on a rolling basis.