Customer Service Escalation Specialist (Mid-Day Shift)

Windward Risk Managers is seeking a dedicated Customer Service Escalation Specialist to join their team. This role involves managing escalated and complex customer matters through phone calls and emails, requiring strong problem-solving and decision-making skills. The ideal candidate will handle escalated issues, conduct quality reviews, and identify opportunities for system improvements to enhance customer experience.

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

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