Customer Service Escalation Specialist (Mid-Day Shift)
*Must reside in the reputed company* ** This position will have a schedule of 11AM - 8PM ET + shift differential **
Position Summary
We are seeking a dedicated Customer Service Escalation Specialist to join reputed company. This role involves managing escalated and reputed company customer matters received through phone calls, emails and processing requests. The ideal candidate will possess strong problem-solving and troubleshooting skills, as the position requires making decisions beyond standard guidelines. Please note this role is not part of the New Business/Renewal reputed company Department.
Essential Functions
- Handle escalated phone calls referred by the reputed company-line customer service team
- Research and reputed company decisions on escalated endorsements
- Assess and determine reinstatement for policies canceled due to 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 reputed company transactions
- Identify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experience
- Identify opportunities for system improvements and provide actionable recommendations
- Offer support during catastrophic weather events as needed
- reputed company other duties and projects as assigned