What are the responsibilities and job description for the Customer Service Escalation Specialist position at Windward Risk Managers?
Job Details
Job Location: Sarasota Office - Sarasota, FL
Salary Range: $23.08 - $26.44 Hourly
Description
Position Summary:
This position is part of our Operations Customer Service Team handling escalated and complex matters received via phone call and/or processing requests. This job requires making decisions that are outside our normal guidelines and require problem solving and troubleshooting skills. This position is not part of the New Business/Renewal Underwriting Department.
Essential Functions:
- Handle escalated phone calls referred by our front-line customer service departments
- Research and make decisions on escalated transactions
- Research and make reinstatement decisions on policies canceled for non-payment
- Triage or respond to emails from other internal departments and make decisions as appropriate
- Respond in writing to customer questions and concerns
- Conduct quality reviews of customer service calls and transactional items
- Identify customer service and processing issues and trends, and recommend procedural changes with a focus on retention and the customer experience
- Identify system enhancement opportunities and provide recommendations
- Performs other duties as assigned
Qualifications
Required Education and Experience:
- Florida Insurance license (2-20 or 20-44)
- High School diploma required; college preferred
- Minimum of 3 years’ recent Florida homeowners insurance experience in an agency or underwriting setting
Preferred Qualifications:
- Bilingual, English-Spanish a plus
- Experience in training and procedural documentation
Essential Skills:
- Attention to detail and organizational skills
- Excellent time management skills and ability to quickly adjust to changing priorities
- Strong analytical and critical thinking abilities
- Functional/Technical skills
- Proactive and “can do” mindset
- Strong work ethic with proven discipline while working from home
- Excellent written communication skills, with the ability to compose professional emails and letters
- Excellent oral and interpersonal skills with a pleasant demeanor
Salary : $23 - $26
