Customer Experience Specialist II

Customer Experience Specialist II

Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market. Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and "Main Street USA", we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we're building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.

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

The starting hourly pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits. ISC's salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

National Pay Range

$20 - $27 USD

Benefits of Working at ISC

• 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

Applicants may contact the ISC HR department via e-mail or phone to request and arrange for an accommodation that will allow the applicant to successfully complete the application process. Applicants needing assistance may request accommodation at any time. Please contact ISC at View email address on click.appcast.io or View phone number on click.appcast.io.

ISC believes in creating long-term relationships by being responsive and relevant and by consistently delivering value to our community of customers. Specifically, we focus on attracting, developing, and retaining the best talent for our business, challenging our people, demonstrating a "can-do" attitude, and fostering a collaborative and mutually supportive environment.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, gender identity, sexual orientation, marital status, medical condition, genetic information, mental or physical disability, military or veteran status, or any other characteristic protected by local, state, or Federal law.

**Must be legally authorized to work in the United States.**

**ISC participates in the Federal E-Verify program**