✨ AI Insights & Summary
Integrated Specialty Coverages (ISC) presents a compelling opportunity for a Customer Experience Specialist II, targeting candidates in Georgia, Ohio, Pennsylvania, Tennessee, or Texas. This role is perfect for experienced customer service professionals who thrive on tackling complex issues and driving improvements within a technology-focused, growth-stage insurance MGA. Backed by Onex Partners, ISC is a dynamic Insurtech powerhouse, offering a chance to be part of a digitally driven team and contribute to significant growth while benefiting from a comprehensive compensation and benefits package, including employee ownership.
Customer Experience Specialist II at Integrated Specialty Coverages
Integrated Specialty Coverages, LLC (ISC) is a growth-stage, technology and data-driven commercial MGA and insurance wholesaler at the forefront of market innovation.
Backed by Onex Partners, a leading private equity firm, and led by a forward-thinking management team, ISC is merging insurance and technology to build an Insurtech powerhouse. As a premier online distributor of insurance products for diverse industries and "Main Street USA," we are seeking dedicated individuals to fuel our mission of exponential growth and become the go-to source for brokers and agents seeking insurance.
We are building a digitally focused team that deeply understands the synergy between user experience, data, and AI/ML to optimize customer and partner engagement.
Job Summary
The Customer Experience Specialist II is a proficient, self-directed professional who manages complex inquiries, de-escalations, and cross-functional issues requiring judgment and coordination. This role serves as a key resource within the team, mentors new hires, and contributes to process improvement initiatives and the team's knowledge base.
Candidates for this position must reside in Georgia, Ohio, Pennsylvania, Tennessee, or Texas.
Position Responsibilities
- Uphold the ISC brand reputation by professionally handling inquiries via phone, email, and chat.
- Deliver service that meets established compliance, quality, and productivity benchmarks.
- 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, requiring judgment, research, and cross-functional coordination with Underwriting, Accounting, Compliance, and Tech teams.
- Act as a go-to resource for team procedural questions, system navigation, and escalation handling.
- Mentor new hires, assisting with training and performance reviews.
- Identify process improvements and contribute to the knowledge base and macro updates in Zendesk.
- Cross-train in at least two of the three support functions (Sales, Policy Services, Billing) to ensure comprehensive coverage.
Minimum Qualifications
- 2+ years of experience in customer service, call center, or support (phone, email, and chat).
- Proven ability to independently resolve complex inquiries and meet quality, productivity, and CSAT targets.
- Working knowledge of a ticket management system (e.g., Zendesk, Intercom, ServiceNow) and comfort navigating channels and templates.
- Commitment to dependable attendance and adherence to work schedules.
- 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.
- Ability to work productively and 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) is a plus.
Compensation and Benefits
The starting hourly pay scale for this position ranges from $20 to $27 USD. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits, including:
- Employee Ownership Program
- Professional development opportunities
- Owner Referral Program
- Remote work reimbursement
- Canary emergency financial assistance program
- Comprehensive medical, dental, and vision insurance
- Life/AD&D Insurance
- Confidential Employee Assistance Program
- Health Savings Account (with company contribution)
- Short-term disability
- Voluntary benefits (supplemental accident, critical illness, hospital insurance)
- Employee discounts
- 401(k) Plan with company match
- Addition Wealth Financial Wellness Program
- Various Time Off Programs
- 11 company-paid holidays
Application Assistance
Applicants may contact the ISC HR department via email (HR@ISCMGA.com) or phone (760-599-7242) to request assistance with the application process.
ISC is committed to creating long-term relationships by being responsive, relevant, and consistently delivering value. We focus on attracting, developing, and retaining top talent, fostering a "can-do" attitude, and supporting a collaborative environment.
ISC is an Equal Employment Opportunity employer. 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 law.
Must be legally authorized to work in the United States.
ISC participates in the Federal E-Verify program.