Senior Customer Support Representative - phone and chat support (remote)

Fernwood Wilder Insurance sells home, auto and small-business insurance in Las Vegas, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 22 people, working mostly from home. What you will do • Resolve billing and account issues, including customer complaints, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Las Vegas. • We reply to every applicant.