Senior Customer Support Representative - phone and chat support (Fort Worth, TX)

Silverline Willow Insurance Group is an insurance company in Fort Worth with claims and service teams, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people based in Fort Worth. What you will do • Document every interaction and follow up when you promise to. • 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. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with premium billing. Working arrangement • Contract for four months, with clear deliverables from the first week. • On site in Fort Worth. • We will tell you what to expect at each step of the hiring process.