Customer Relationship Specialist I

• Must reside in one of the states below for this position **** Alabama, Florida, Georgia, North Carolina, South Carolina, Tennessee or Virginia Position Summary This role partners closely with the Policy Customer Service Manager and external customer service vendors to drive continuous improvement in customer experience. The position is responsible for identifying customer service trends, evaluating operational processes, and recommending and implementing enhancements to improve efficiency, quality, and consistency. Occasional travel may be required, including potential international travel. Essential Functions • Monitor and review customer service calls, correspondence, identify issues, trends, and escalate matters as appropriate • Review and audit transaction processing for accuracy and compliance, escalating issues as appropriate • Actively participate in and lead calibration meetings to align evaluations, standards, and expectations • Evaluate existing training materials and programs to identify gaps and implement necessary updates or improvements • Facilitates monthly training sessions with Customer Service Departments • Review and respond to customer correspondence with clear, courteous and professional communication that avoids escalation and minimizes the need for further communication. • Review and respond to internal inquiries and exception-related emails, exercising sound judgement to make appropriate decisions • Assist with quarterly management meeting reports • Participate in user testing and upgrade process, and ensure that business objectives are met • Maintain various department spreadsheets • Performs other duties as assigned. • Must be available to work extended hours and weekends during a catastrophic event Qualifications Required Education and Experience: • Minimum of 5 years’ experience working with a Property and Casualty carrier, in a Customer Service leadership or Underwriting capacity • Demonstrated ability to review incoming correspondence and provide clear, concise, and professional written responses • Demonstrated aptitude for identifying errors and inefficiencies, with a commitment to continuous improvement and accuracy. • Proficiency in MS Office including Word, PowerPoint, and Excel • Florida Insurance license ( 2-20 or 20-44) Preferred Qualifications • Bachelor’s degree in risk management or insurance Apply tot his job