Customer Service Escalation Specialist

Customer Service Escalation Specialist (Mid-Day Shift) Schedule: Full-Time | 11:00 AM – 8:00 PM 

Pay Range: $18 – $25 / hour

About the Role We are looking for an experienced Customer Service Escalation Specialist to resolve complex policy issues via phone and email. You will evaluate high-level customer concerns, make strategic policy decisions beyond standard guidelines, and help drive service quality and retention.

To follow up with your application, please email View email address on us.fitly.work

salary: $18 - $25 per hour
shift: First
work hours: 8 AM - 4 PM
education: High School

Responsibilities

Key Responsibilities

• Resolve Escalations: Handle complex, transferred phone calls and emails with empathy and professionalism.

• Policy Decisions: Evaluate complex endorsements and reinstatement requests for non-payment cancellations.

• Process Improvement: Review call quality, track trends, and recommend system improvements to boost retention.

• Event Support: Provide operational support during severe weather events.

Qualifications

• License: Valid Florida Insurance License (2-20 or 20-44 required ).

• Experience: 5+ years in Florida homeowners insurance (agency or underwriting background).

• Location: Must reside in Florida and be authorized to work in the U.S. without sponsorship.

• Skills: Florida homeowners policy knowledge, decision-making, and MS Office (Excel/Word).

• Bonus: (English/Spanish) and procedural writing/training experience.

Skills

• Basic Software Skills
• Active Listening
• Telephone Etiquette
• Basic Computer Skills
• Customer Service
• Customer support
• Written Communication
• Confidentiality
• Typing Skills
• Follow-up

Qualifications

• Years of experience: 1 year
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on us.fitly.work.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.