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

Cedar Willow Insurance is looking for a Senior Customer Support Representative. The job centres on phone and chat support for claims, and it would suit someone who likes steady, practical work. We care about how people feel on the worst day of their year. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including claims, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with claims. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.