Customer Service Escalation Specialist

Windward Risk Managers

Customer Service Escalation Specialist handling complex customer concerns in Florida homeowners insurance. Responsible for resolving escalated issues and providing quality customer support via phone and email.

Posted 7/11/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $23 - $29 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Valid Florida Insurance License (2-20 or 20-44)
High school diploma is required; college education is preferred
Minimum of 5 years of current experience in Florida homeowners insurance, either in an agency or underwriting setting
Bilingual in English and Spanish is preferred
Experience or education in training and procedural documentation is a plus

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Policy Reinstatement AssessmentEndorsement AnalysisOperational SupportProcedural DocumentationTrend Identification

Soft Skills

Decision MakingWritten CommunicationProblem Solving

Certifications

Valid Florida Insurance License (2-20 or 20-44)