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

Windward Risk Managers is seeking a Customer Service Escalation Specialist to join their team. The role involves reviewing and resolving escalated and complex customer concerns through various communication channels, requiring strong problem-solving skills and decision-making beyond standard guidelines.

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

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