Customer Service Escalation Specialist

November 25

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $23 - $26 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Windward Risk Managers

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B2B • Finance

Windward Risk Managers is a risk management and insurance services company that partners with insurance carriers and agents to provide homeowners, condominium, renters, DP3 & landlord insurance products and claims management. They offer agent-facing resources, carrier partnerships, and customer-facing quoting and claims support aimed at streamlining the insurance purchase and claims process and improving service quality and turnaround times.

201 - 500 employees

🤝 B2B

💸 Finance

📋 Description

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

🏖️ Benefits

• Health insurance • Paid time off