Customer Service Escalation Specialist (Mid-Day Shift)

***Must reside in the State of Florida***

**** This position will have a schedule of 11AM - 8PM ET + shift differential ****

Position Summary:

We are seeking a dedicated Customer Service Escalation Specialist to join our team. This role involves managing escalated and complex customer matters received through phone calls, emails and processing requests. The ideal candidate will possess strong problem-solving and troubleshooting skills, as the position requires making decisions beyond standard guidelines. Please note this role is not part of the New Business/Renewal Underwriting Department.

Essential Functions:

• 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