Customer Experience Associate

About the Role:

Ethos is looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic environment. Creating a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry.

Duties and 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

Qualifications and Skills:

• 1-2 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
• 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

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