Customer Experience Associate

About role

Creating a positive and differentiated customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for Customer Experience Associates who thrive in a fast-paced, collaborative, and dynamic environment. 

As a Customer Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new Ethos applicants and existing policy holders. To succeed in this role, you should have a relentless focus on the customer, strong attention to detail and problem solving skills, and exceptional communication skills.  

Responsibilities: 

• Provide excellent customer service via email, live chat, SMS, and phone, and providing answers to incoming inquiries relating to all Ethos products 
• Develop strong understanding and knowledge of Ethos products and processes in order to support customers and act as a resource for internal stakeholders 
• Identify customer needs and process requests efficiently and effectively within defined service levels
• Build rapport and gain the respect of customers through clear and transparent communication
• Develop and maintain productive relationships with sales, underwriting, and development teams in order to triage and resolve customer issues 
• Meet individual and customer support team goals and objectives
• Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions

Skills & Experience: 

• 1-4 years experience in customer support, customer success, operations, or related role
• Experience in life insurance or related industry a plus, but not required 
• Bachelor’s degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong intellectual curiosity and drive to solve problems 
• Excellent time management and prioritization necessary to balance all responsibilities 
• Possess grit and can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail 
• Excellent phone presence and written communications skills
• Ability to work independently as well as collaborate with various departments
• Spanish speaking candidates are strongly preferred

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