Senior Customer Support Representative - escalations (San Jose, CA)

Rivermark Fox Insurance sells home, auto and small-business insurance in San Jose, 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 San Jose. What you will do • 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. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in San Jose. • We will tell you what to expect at each step of the hiring process.