Customer Service Escalation Specialist

Windward Risk Managers•Boca Raton, FL

50d•$23 - $26•Onsite

About The Position

We are seeking a dedicated Corporate Customer Service Specialist to join our team. This role involves managing escalated and complex customer matters received through phone calls, emails and processing 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; college education is preferred
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
Strong analytical and critical thinking skills with the ability to think strategically
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

Nice To Haves

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

Responsibilities

Handle escalated phone calls referred by the front-line customer service team
Research and make decisions on escalated endorsements
Assess and determine reinstatement for policies canceled due to 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
Identify opportunities for system improvements and provide actionable recommendations
Offer support during catastrophic weather events as needed
Perform other duties and projects as assigned