Senior Customer Support Representative - new-customer onboarding (Cincinnati, OH)

We are growing our team at Harborlight Fox Insurance Group and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. You would join a small organisation of about 182 people based in Cincinnati. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer complaints, 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Cincinnati. • We will tell you what to expect at each step of the hiring process.