Customer Experience Specialist II
New
I
Integrated Specialty Coverages, LLCInsurance Technology
Remote United StatesFull-TimeMiddle
Salary20 - 27 USD per hour
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Job Details
- Experience
- 2+ years experience in customer service, call center, or support
- Required Skills
- Problem SolvingTechnical supportCustomer supportZendesk
Requirements
- 2+ years experience in customer service, call center, or support (phone, email, and chat)
- Proven ability to resolve complex inquiries independently
- Demonstrated ability to meet quality, productivity, and CSAT targets
- Working knowledge of a ticket management system (e.g., Zendesk, Intercom, ServiceNow)
- Commitment to dependability of attendance and work schedule adherence
- Dedicated, private remote workspace with a door
- Minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection
- Strong adaptability, problem solving, and critical thinking skills
- Excellent communication skills
- High School Diploma or equivalent required
- Bachelor’s degree preferred
- P&C commercial insurance experience strongly preferred
Responsibilities
- 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 to complete end-to-end transactions
- Own complex inquiries and account-level issues that require judgment, research, and cross-functional coordination
- Serve as a go-to resource within the team for procedural questions, system navigation, and escalation handling
- Mentor new hires and assist with side-by-side training and call/ticket reviews
- Identify process improvements and contribute to knowledge base and macro updates in Zendesk
- Cross-train across support functions including Sales, Policy Services, and Billing
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