Customer Service Escalation Specialist

Job in Boca Raton, Palm Beach County, Florida, 33481, USA

Listing for: Florida Peninsula Insurance

Full Time position
Listed on 2025-12-22

Job specializations:

Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Bilingual

Salary/Wage Range or Industry Benchmark: 26.44 USD Hourly USD 26.44 HOUR

Employer Industry: Insurance Services

Why consider this job opportunity:

Salary up to $26.44 per hour

Opportunity for career advancement and growth within the organization

Supportive and collaborative work environment

Chance to make a positive impact on customer satisfaction and service quality

Opportunity to work in a dynamic customer service role handling complex issues

What to Expect (Job Responsibilities):

Handle escalated phone calls referred by front-line customer service departments

Research and make decisions on escalated transactions and reinstatement requests

Triage or respond to emails from internal departments and make appropriate decisions

Conduct quality reviews of customer service calls and transactional items

Identify customer service issues and trends, recommending procedural changes for improvement

What is Required (Qualifications):

Florida Insurance license (2-20 or 20-44)

High School diploma required; college education preferred

Minimum of 3 years’ recent Florida homeowners insurance experience in an agency or underwriting setting

Strong analytical and critical thinking abilities

Excellent written and oral communication skills

How to Stand Out (Preferred Qualifications):

Bilingual, English-Spanish is a plus

Experience in training and procedural documentation

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