Customer Experience Specialist II

Job Summary

The Customer Experience Specialist II is a proficient, self-directed contributor who owns complex inquiries, de-escalations, and cross-functional issues that require judgment and coordination. This role serves as a go-to resource within the team, mentors new hires, and contributes to process improvement initiatives and the broader knowledge base.

Candidates considered for this position must live in one of the following states: Georgia, Ohio, Pennsylvania, Tennessee or Texas

Position 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 (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

Minimum Qualifications

• 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

Preferred Qualifications

• Bachelor’s degree preferred
• P&C commercial insurance experience strongly preferred (CSR, Agent, MGA, or Carrier)
• P&C insurance experience in Sales Support, Policy Services, or Billing
• Demonstrated proficiency in Zendesk
• Track record of consistently meeting QA and CSAT targets
• Bilingual (Spanish) a plus