Customer Experience Specialist II

🔥 18 hours ago

🏈 Ohio, Pennsylvania, +2 more states – Remote

🏈 Ohio – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $20 - $27 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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ISC (Integrated Specialty Coverages, LLC)

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

Insurance • Technology • Enterprise

ISC (Integrated Specialty Coverages, LLC) is a dynamic company specializing in providing a wide range of insurance programs tailored to various industries. Their offerings include general liability, excess liability, and professional liability insurance for sectors such as construction, hospitality, marine, trucking, entertainment, and more. ISC is known for its innovative use of AI underwriting to enhance the speed and efficiency of insurance distribution, offering competitive rates and comprehensive coverage through a fully digital platform. The company has been recognized for its excellence and awarded for its achievements in the insurance sector.

📋 Description

• Maximize ISC brand reputation by professionally responding to inquiries via phone, email, and chat • Provide 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 complex inquiries and account-level issues that require judgment, research, and cross-functional coordination (Underwriting, Accounting, Compliance, Tech) • Serve as a go-to resource within the team for procedural questions, system navigation, and escalation handling • Mentor new hires; assist with side-by-side training and call/ticket reviews • Identify process improvements and contribute to knowledge base / macro updates in Zendesk • Cross-train across at least two of the three support functions (Sales, Policy Services, Billing) to support coverage

🎯 Requirements

• 2+ years experience in customer service, call center, or support (phone, email, and chat) • Proven ability to resolve complex inquiries independently and meet quality, productivity, and CSAT targets • Working knowledge of a ticket management system (Zendesk, Intercom, ServiceNow, etc.); comfortable navigating channels, templates, etc. • Commitment to dependability of attendance and adherence to work schedule • Remote workspace: dedicated, private room with a door; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection 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

🏖️ Benefits

• Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows • Professional development opportunities • Owner Referral Program • Work from home reimbursement for remote/hybrid roles • Canary emergency financial assistance program • Comprehensive medical, dental, vision • 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