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Customer Service Escalation Manager

2 months ago

Doral, Florida, United States Assurant Full time
Customer Escalation Specialist Role

As a key member of our team at Assurant, the Customer Escalation Specialist plays a vital role in resolving customer concerns and ensuring a positive experience for our clients.

This specialist will investigate and resolve customer escalations across multiple channels, including regulatory agencies and other stakeholders.

  • Investigate and resolve customer escalations, analyzing and taking action on the best possible outcome for a resolution.
  • Manage competing priorities of customer service and research, while analyzing and taking action on the best possible outcome for a resolution.
  • Track escalation data for operations and reporting purposes, and propose settlement agreements as necessary.

This specialist will also identify opportunities for process improvement to enhance the overall customer experience and reduce costs.

Key Responsibilities:
  • Investigate, troubleshoot, and resolve verbal and written customer concerns.
  • Manage multiple issues/cases simultaneously based on workload.
  • Analyze and take action on the best possible outcome for a resolution.
  • Identify opportunities for process improvement to enhance the overall customer experience and reduce costs.
Requirements:
  • Bachelor's Degree in Business, Marketing, or equivalent experience.
  • 2+ years of experience in business analysis, research, or related fields.
  • 2+ years of experience in business writing.
  • 2+ years of experience in Consumer Relations and/or Team Lead experience in Operations with customer escalation experience.
Desirable Skills:
  • Bilingual (Spanish/English).
  • Understanding of client contracts, operations, company products & services.