Senior Customer Support Representative - escalations (remote)

We are growing our team at Westbrook Lantern Insurance and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including premium billing, on the first contact when possible. 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 premium billing. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Richmond. • We will tell you what to expect at each step of the hiring process.