Customer Service Escalation Specialist (Mid-Day Shift) - Florida

Windward Risk Managers•Boca Raton, FL

7d•$23 - $29•Onsite

About The Position

Join our team as a Customer Service Escalation specialist, where you will be responsible for reviewing and resolving escalated and complex customer concerns received via telephone, email, and other service requests. The ideal candidate will possess strong problem-solving and troubleshooting skills, as the position requires making decisions beyond standard guidelines. Please note this role is not part of the New Business/Renewal Underwriting Department.

Requirements

Valid Florida Insurance License (2-20 or 20-44)
High school diploma is required
Minimum of 5 years of current experience in Florida homeowners insurance, either in an agency or underwriting setting
Advanced knowledge of Florida homeowners coverage, industry challenges, and basic underwriting practices
Demonstrated ability to analyze complex situations and make sound, strategic decisions.
Exceptional attention to detail, particularly in complex or sensitive cases
Proven ability to collaborate effectively across teams to resolve high-priority issues
Excellent time management skills and the ability to adapt to changing priorities
Strong work ethic and discipline, especially while working remotely
Outstanding written communication skills, including excellent editing and proofreading abilities for professional correspondence
Excellent oral and interpersonal communication skills, maintaining professionalism under stress and effectively engaging with various audiences
Ability to demonstrate empathy while remaining objective
A proactive mindset with a “can do” attitude
Advanced proficiency in Microsoft Office, particularly Excel and Word
Candidates must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

Nice To Haves

College education is preferred
Bilingual in English and Spanish is preferred
Experience or education in training and procedural documentation is a plus

Responsibilities

Manage escalated phone calls transferred by the front-line customer service team
Analyze and make decisions on escalated endorsements
Assess policy reinstatement opportunities for accounts canceled because of non-payment
Respond to and triage emails from internal departments, making appropriate decisions
Provide written responses to customer questions and concerns
Assist in conducting quality reviews of customer service calls and related transactions
Identify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experience
Evaluate system performance and suggest improvements to increase efficiency and effectiveness
Provide operational support during severe weather events
Perform other duties and projects as needed