Senior Customer Support Representative - escalations (Pittsburgh, PA)

Lumen Lantern Insurance provides coverage to households and businesses around Pittsburgh, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer complaints, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Pittsburgh, with some flexibility after the first few months. • We reply to every applicant.