Senior Customer Support Representative - escalations (Orlando, FL)

Silverline Loom Insurance sells home, auto and small-business insurance in Orlando, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 18 people based in Orlando. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with catastrophe response. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in Orlando. • We will tell you what to expect at each step of the hiring process.