Integrated Specialty Coverages, LLC - Customer Experience Supervisor
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Requirements
• 3+ years P&C insurance experience • 4+ years’ experience in a contact center, customer support, or insurance operations environment • 1+ year in a lead, senior specialist, or supervisory capacity • Demonstrated knowledge of priority KPIs for a service center • Demonstrated ability to coach to QA results and manage real-time queue and adherence • Experience with a ticket management system (Zendesk, ServiceNow, Intercom, or Salesforce) • Strong communication, conflict resolution, and de-escalation skills • Commitment to dependability of attendance and adherence to work schedule • High School Diploma or equivalent experience required • Dedicated, private room with a door for work use; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection strongly preferred • P&C insurance MGA, retail, or brokerage experience • Designation such as P&C License, AINS, AU, APA, CIPA, or CIPTA • Bachelor’s degree • Prior supervisory or lead experience in a contact-center / support environment • Hands-on experience with a WFM platform (e.g., NICE, Verint, Calabrio, Playvox WFM) and an AI QA tool (e.g., Playvox, MaestroQA, Level AI, Observe.AI) • 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.
Benefits
• $26.93—$33.66 USD • 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 [email protected] or 760-599-7242. • 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.
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