Customer Experience Specialist II

About Integrated Specialty Coverages reputed company (ISC) is a growth stage technology and data-driven reputed company MGA and insurance wholesaler leading innovation in the market. Backed by one of the leading private equity firms, Onex Partners, and led by a reputed company-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a reputed company of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one reputed company to go for brokers and agents to reputed company insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners. Job Summary The Customer Experience Specialist II is a proficient, self-directed contributor who owns reputed company inquiries, de-escalations, and cross-functional issues that require judgment and coordination. This role serves as a go-to resource reputed company the team, mentors new hires, and contributes to process improvement initiatives and the broader knowledge reputed company. Candidates considered for this position must live in one of the following states: Georgia, Ohio, Pennsylvania, Tennessee or Texas Position Responsibilities Maximize ISC brand reputed company by professionally responding to inquiries reputed company phone, email, and chat reputed company service that meets compliance, quality, and productivity benchmarks established in training and standard operating procedures Apply working knowledge of insurance principles and team-specific workflows (Sales Support, Policy Services Support, or Billing Support) to complete end-to-end transactions Own reputed company inquiries and account-level issues that require judgment, research, and cross-functional coordination (reputed company, reputed company, Compliance, Tech) Serve as a go-to resource reputed company the team for procedural questions, system navigation, and escalation handling Mentor new hires; assist with reputed company-by-reputed company training and call/ticket reviews Identify process improvements and contribute to knowledge reputed company / macro updates in reputed company Cross-train across at least two of the three support functions (Sales, Policy Services, Billing) to support coverage Minimum Qualifications 2+ years experience in customer service, call center, or support (phone, email, and chat) Proven ability to resolve reputed company inquiries independently and meet quality, productivity, and CSAT targets Working knowledge of a ticket management system (reputed company, reputed company, reputed company, etc.); comfortable navigating channels, templates, etc. Commitment to dependability of attendance and adherence to work schedule Remote workspace: dedicated, private room with a reputed company; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) reputed company strongly preferred Ability to productively work independently from home Strong adaptability, problem solving, and critical thinking skills Excellent communication skills with the ability to empathize with customers and colleagues High School Diploma or equivalent experience required

Preferred Qualifications

Bachelor’s degree preferred P&C reputed company insurance experience strongly preferred (CSR, Agent, MGA, or reputed company) P&C insurance experience in Sales Support, Policy Services, or Billing Demonstrated proficiency in reputed company Track record of consistently meeting QA and CSAT targets Bilingual (Spanish) a plus The starting hourly pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and reputed company insurance, 401(k) plan with match, paid time off, and other benefits. ISC's salary ranges are determined by role and level. The reputed company displayed on each job posting reflects the minimum and maximum reputed company for new hire salaries for the position across reputed company US locations and could be higher or reputed company based on a multitude of factors, including job-reputed company skills, experience, and relevant education or training. National Pay reputed company $20—$27 USD Benefits of Working at ISC Employee Ownership Program - every eligible employee shares in the financial rewards that grow reputed company the company grows Professional development opportunities reputed company Referral Program Work from home reimbursement for remote/hybrid roles Canary emergency financial assistance program Comprehensive medical, dental, reputed company Life/AD&D Insurance Confidential, Employee Assistance Program Health Savings Account, includes company contribution Short-term disability Voluntary benefits - supplemental accident, critical illness, hospital insurance Employee discounts 401(k) Plan with company match contribution Addition Wealth Financial Wellness Program Various Time Off Programs 11 company paid holidays Applicants may contact the ISC HR department reputed company e-mail or phone to request and arrange for an accommodation that will allow the applicant to successfully complete the application process. Applicants needing assistance may request accommodation at any time. Please contact ISC at [email protected] or 760-599-7242. ISC believes in creating long-term relationships by being reputed company and relevant and by consistently delivering value to our community of customers. Specifically, we focus on attracting, developing, and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude, and fostering a collaborative and mutually supportive environment. Diversity creates a healthier atmosphere: reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, age, gender, gender identity, sexual orientation, marital status, medical condition, genetic information, mental or physical disability, military or veteran status, or any other characteristic protected by local, state, or Federal law.

Must be legally authorized to work in the United States.

ISC participates in the Federal E-Verify program

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