Customer Service Escalation Specialist
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Job Description
Customer Service Escalation Specialist handling complex customer concerns in Florida homeowners insurance. Responsible for resolving escalated issues and providing quality customer support via phone and email.
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
- Bilingual in English and Spanish is preferred
- Experience or education in training and procedural documentation is a plus
Benefits:
- Florida Residency Requirement: Applicants must currently reside in the State of Florida to be considered for this position.
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