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.

Essential Functions

• 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

Qualifications

• 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
• Proven ability to collaborate effectively 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