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

Florida Residency Requirement: Applicants must currently reside in the State of Florida to be considered for this position.

Schedule: This position follows an 11:00 AM–8:00 PM ET schedule and includes a shift differential.

Position Summary:

Join our team as a Customer Service Escalation specialist, where you will be responsible for reviewing and resolving escalated and complex customer concerns received via telephone, email, and other service 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:

• 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