[Remote] Customer Service Escalation Specialist (Mid-Day Shift)

Note: The job is a remote job and is open to candidates in USA. Windward Risk Managers is seeking a dedicated Customer Service Escalation Specialist to join their team. This role involves managing escalated and complex customer matters received through phone calls and emails, requiring strong problem-solving skills and decision-making abilities beyond standard guidelines.ResponsibilitiesHandle escalated phone calls referred by the front-line customer service teamResearch and make decisions on escalated endorsementsAssess and determine reinstatement for policies canceled due to non-paymentRespond to and triage emails from internal departments, making appropriate decisionsProvide written responses to customer questions and concernsAssist in conducting quality reviews of customer service calls and related transactionsIdentify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experienceIdentify opportunities for system improvements and provide actionable recommendationsOffer support during catastrophic weather events as neededPerform other duties and projects as assignedSkillsMust reside in the State of Florida for this positionValid Florida Insurance License (2-20 or 20-44)High school diploma is required; college education is preferredMinimum of 5 years of current experience in Florida homeowners insurance, either in an agency or underwriting settingAdvanced knowledge of Florida homeowners coverage, industry challenges, and basic underwriting practicesStrong analytical and critical thinking skills with the ability to think strategicallyExceptional attention to detail, particularly in complex or sensitive casesProven ability to collaborate effectively across teams to resolve high-priority issuesExcellent time management skills and the ability to adapt to changing prioritiesStrong work ethic and discipline, especially while working remotelyOutstanding written communication skills, including excellent editing and proofreading abilities for professional correspondenceExcellent oral and interpersonal communication skills, maintaining professionalism under stress and effectively engaging with various audiencesAbility to demonstrate empathy while remaining objectiveA proactive mindset with a 'can do' attitudeAdvanced proficiency in Microsoft Office, particularly Excel and WordBilingual in English and Spanish is preferredExperience or education in training and procedural documentation is a plusCompany OverviewWindward Risk Managers is an MGA for homeowners carriers, overseeing Florida Peninsula, Edison, and Ovation. It was founded in undefined, and is headquartered in Boca Raton, Florida, USA, with a workforce of 201-500 employees. Its website is https://www.windwardriskmanagers.com.