Customer Service Escalation Specialist Job at Windward Risk Managers, Sarasota, FL

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  • Windward Risk Managers
  • Sarasota, FL

Job Description

Job Details

Job Location
Sarasota Office - Sarasota, FL

Remote Type
Fully Remote

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

Job Tags

Hourly pay, Work from home,

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