Customer Service Agent
About the role
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.
Position Responsibilities
- First call resolution – Greet and triage inbound customer calls or promptly return customer voicemail inquiries. Address their needs, troubleshoot issues, and provide clear guidance to support a successful customer experience
- Provide customer account support – Offer accurate policy and license information, process non-premium policy changes such as name, address, and contact updates, handle cancellations and reinstatement requests, and maintain detailed records and source documents in our agency management system
- Guide customers through the claim process – Assist customers during claim intake. Offer insight on timelines and identify key contacts they can expect to work with throughout the review
- Prepare and distribute certificates of insurance – Ensure accuracy and completeness when delivering verification of coverage to customers and third parties
- Possess a customer service oriented approach to your work
- Partner with agents and customers – Ask thoughtful, probing questions to gather essential information, support smooth team communication, and ensure efficient call transfers when needed
- Absorb and maintain clean data entry into the agency management system, and help identify and correct inconsistencies or outdated information to maintain high-quality records across all service workflows
Minimum Qualifications
- High School Diploma or general education degree (GED)
- 1 year in a clerical customer service-related field
- 1 year utilizing Microsoft Office and/or digital CRM software
- Strong written and verbal communication skills
- A customer service oriented approach to your work
- Kindness, integrity and respect for all people
- A genuine care and concern for detail & accuracy
- Ability to remain calm in a dynamic, fast-paced environment
- Willing to work onsite in our Sacramento office Monday-Friday
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, 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
- Variety of Time Off Programs
- 11 company paid holidays
Pay
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 - $23 USD