Customer Assurance Specialist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Exhibit a comprehensive understanding of existing IGS programs and procedures.

• Clearly communicate with customers to help them make informed choices.

• Approach customer interactions with a solutions-focused mindset, demonstrating active listening and empathy.

• Utilize systems and resources to deliver accurate solutions in line with established protocols.

• Handle assist line and escalation calls from Customer Solutions Specialists.

• De-escalate upset or irate customers and address intricate issues.

• Address research requests through investigation and collaboration with other business units.

• Provide omnichannel support via customer chat, email, social media messages, and maintenance of the company intranet.

• Foster relationships with both internal and external partners through assistance, service, and education.

• Work collaboratively with teams to manage workload, ensure team coverage, identify trends, and resolve customer issues.

• Balance quality and efficiency while prioritizing departmental responsibilities.

• Support various business lines within the organization.

• Maintain consistent attendance, punctuality, and adherence to schedule.

• Carry out additional responsibilities and tasks as assigned.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 2 years of related work experience is preferred.

• Candidates must be authorized to work in the US on a full-time basis.

• Current or future sponsorship is not available or supported.

• Ability to work independently is essential.

• Strong skills in relationship building with a high level of responsiveness, reliability, and integrity.

• Capability to function effectively within a team environment.

• Excellent interpersonal, verbal, and written communication skills.

• Outstanding customer service and problem-solving abilities.

• Professional demeanor and accuracy during interactions with both internal and external customers.

• Ability to meet deadlines and sustain productivity levels.

• Basic knowledge of Windows, MS Office Suite, and Internet Explorer is required.

🏝️ Benefits

• Annual incentive plan based on company performance.

• Team or individual incentives.

• Medical coverage plus free telehealth services.

• Dental coverage.

• Vision coverage.

• Employer contributions to health savings accounts.

• Access to Headspace support.

• Complimentary mental healthcare visits for employees and their dependents.

• Maven family planning support.

• Paid family and caregiver leave.

• Services for fertility, adoption, and surrogacy.

• 401(k) plan with company matching.

• Financial wellbeing tools.

• Paid time off.

• Tuition reimbursement.

• Paid leaves.

• Employee hardship fund.

• Additional perks.