Customer Experience Training Specialist (Veterinary-Focused)

TL;DR

Customer Experience Training Specialist (Insurance): Designing and delivering comprehensive training programs for customer service staff and leadership with an accent on service delivery and behavioral skills. Focus on managing the Five9 contact center system, conducting quality audits, and implementing targeted coaching solutions based on performance metrics.

Location: Remote (Must be based in Illinois, USA)

Salary: $51,800 - $59,200 Annual

Company

hirify.global is a global insurance distribution platform providing specialized brokerage and program administration services.

What you will do

• Design and deliver training programs for customer service staff, team leaders, and supervisors.
• Manage and maintain the Five9 contact center system, including configuration and user permissions.
• Develop training documentation, service standards, and procedure manuals.
• Partner with leadership to identify skill gaps and implement coaching solutions.
• Conduct quality audits of calls and notes to ensure compliance and a positive customer experience.
• Analyze training and quality metrics to measure effectiveness and recommend improvements.

Requirements

• Bachelor’s degree in business management, education, or a related field.
• 5+ years of professional training experience.
• 2+ years of experience in instructional design.
• Experience in a contact center environment, preferably with Five9 administration.
• Prior experience in the insurance industry.
• Life & Health or Property & Casualty (P&C) insurance license is highly desirable.

Culture & Benefits

• Equal opportunity workplace committed to diversity and inclusion.
• Entrepreneurial culture paired with operational excellence.
• Part of a global organization with over 7,000 professionals.
• Exposure to a diverse trading platform and niche insurance solutions.