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

Position Summary

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.

Required Education And Experience

• 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

Preferred Qualifications

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

Essential Skills

• 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
• Promptly and effectively collaborate across teams to resolve high-priority issues
• 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
• Advanced proficiency in Microsoft Office, particularly Excel and Word

Schedule

This position follows an 11:00 AM-8:00 PM ET schedule and includes a shift differential.

Florida Residency Requirement

Applicants must currently reside in the State of Florida to be considered for this position.

Benefits

If you're a motivated professional with these qualifications, we invite you to submit your application.

Due to current business and operational considerations, we currently hire employees residing in the following states at this time: AL, AR, CA, CT, FL, GA, KY, MO, NC, NV, OH, SC, TN, TX, VA, and WI.

Candidates must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

Equal Employment Opportunity

We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities. WRM is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities.