Senior Customer Support Representative - escalations (remote)

Cedar Junction Insurance sells home, auto and small-business insurance in Cincinnati. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 17 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including premium billing, 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. • 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 premium billing. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Cincinnati. • We will tell you what to expect at each step of the hiring process.