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Risk Strategies Company · 2 months ago

Customer Experience Training Specialist (Veterinary-Focused)

United States

Full-time

Remote

Mid, Senior Level

$52K/yr - $59K/yr

5+ years exp

Risk Strategies Company is seeking a Customer Experience Training Specialist focused on enhancing customer service skills within the veterinary sector. The role involves designing and delivering training programs, managing the Five9 contact center system, and conducting quality audits to ensure a consistent and high-quality customer experience.

ConsultingFinanceFinancial ServicesInsuranceInsurTech

Responsibilities

Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions

Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions

Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance

Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions

Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed

Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements

Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery

Qualification

Five9 administrationCustomer service trainingInsurance industry knowledgeQuality audit activitiesLife & Health insurance licenseProperty & Casualty insurance licenseInterpersonal skillsLeadership experience

Required

Five or more years of customer service experience, including previous training and/or leadership experience

Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization

Preferred

Bachelor's degree in business management and administration or a related field preferred

Prior experience in the insurance industry preferred

Experience in a contact center environment with a focus on Five9 administration preferred

Life & Health and Property & Casualty (P&C) insurance licenses are desired or the ability to obtain

Benefits

Medical

Dental

Vision

Disability

Life

Retirement savings

10 to 20 vacation days depending on experience

11 paid holidays

5 half days

Company

Risk Strategies Company

RSC is an insurance brokerage firm that offers employee benefits, consulting, financial, and wealth management solutions. It is a sub-organization of Accession Risk Management Group.

Founded in 1997

Boston, Massachusetts, USA

5001-10000 employees