Senior Customer Support Representative - phone and chat support (Grand Rapids, MI)

Lumen Pine Insurance is looking for a Senior Customer Support Representative. The job centres on phone and chat support for underwriting files, and it would suit someone who likes steady, practical work. You would join a small organisation of about 19 people based in Grand Rapids. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including underwriting files, on the first contact when possible. 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 • Experience with underwriting files. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.