Senior Customer Support Representative - phone and chat support (Rochester, NY)

Rivermark Wilder Insurance Partners is an insurance company in Rochester with claims and service teams. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 132 people based in Rochester. What you will do • Resolve billing and account issues, including premium billing, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with premium billing. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.