Customer Experience Specialist II

This is a fully remote position, open to applicants in Ohio, +3 more states.

📋 Description

• Enhance ISC's brand reputation by professionally addressing inquiries through phone, email, and chat.

• Deliver service that adheres to the compliance, quality, and productivity standards set forth in training and standard operating procedures.

• Utilize a solid understanding of insurance principles and specific team workflows (Sales Support, Policy Services Support, or Billing Support) to complete transactions from start to finish.

• Manage complex inquiries and account-related issues that necessitate judgment, research, and collaboration across functions (Underwriting, Accounting, Compliance, Tech).

• Act as a primary resource within the team for procedural inquiries, system navigation, and handling escalations.

• Guide new employees; support with hands-on training and review of calls/tickets.

• Recognize opportunities for process enhancements and assist in updating the knowledge base and macros in Zendesk.

• Cross-train in at least two of the three support functions (Sales, Policy Services, Billing) to ensure coverage is maintained.

⛳️ Requirements

• Over 2 years of experience in customer service, call center, or support roles (phone, email, and chat).

• Demonstrated ability to independently resolve complex inquiries and achieve quality, productivity, and CSAT goals.

• Familiarity with a ticket management system (e.g., Zendesk, Intercom, ServiceNow) and comfortable navigating various channels and templates.

• Strong commitment to reliable attendance and adherence to the work schedule.

• Suitable remote workspace: a dedicated, private room with a door; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (Ethernet) connection strongly preferred.

• Capability to effectively work independently from home.

• Excellent adaptability, problem-solving, and critical thinking abilities.

• Outstanding communication skills, with the capacity to empathize with both customers and colleagues.

• High School Diploma or equivalent experience is 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, and vision coverage.

• Life/AD&D Insurance.

• Confidential Employee Assistance Program.

• Health Savings Account, with company contributions.

• Short-term disability coverage.

• Voluntary benefits including supplemental accident, critical illness, and hospital insurance.

• Employee discounts.

• 401(k) Plan with company matching contributions.

• Additional Wealth Financial Wellness Program.

• Various Time Off Programs.

• 11 company-paid holidays.