Customer Experience Specialist

EMK Recruiting; Saint Joseph (MO); On-site; USD 40,000 - 55,000; Full time

Job summary

EMK Recruiting client is seeking a Customer Experience Specialist for a service-focused insurance agency. You will help clients understand their coverage, resolve questions, and deliver superior service through clear communication and timely follow-through.

Responsibilities include handling service requests, policy changes, and inquiries by phone, email, and text; staying organized; and proactively identifying opportunities to better protect clients.

Qualifications

• Experience in customer service, insurance, or sales/phone-based role is a plus but not required.
• Excellent communication and listening skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and follow through.
• Comfortable building trust with clients.

Responsibilities

• Handle service requests, policy changes, and inquiries from clients.
• Communicate with clients via phone, email, and text.
• Proactively reach out to explain changes and provide support.
• Ensure accuracy and timely processing of tasks.
• Identify opportunities to better protect clients (additional coverage, reviews).

Skills

Customer service

Communication

Problem solving

Multi-channel

Organizational skills

Tools

CRM software

Job description

Our client is a growing, service-focused insurance agency looking to add a Customer Experience Specialist to their team.

This role is focused on helping clients understand their coverage, solving problems, and delivering a high level of service through clear communication and follow-through.

What You’ll Do:

• Support clients with service requests, policy changes, and questions
• Communicate with clients via phone, email, and text
• Proactively reach out when needed to explain changes or provide support
• Ensure tasks are completed accurately and in a timely manner
• Help identify opportunities to better protect clients (additional coverage, reviews, etc.)

What Success Looks Like:

• Consistent, clear communication with clients
• High level of accuracy in processing requests
• Strong follow-through on open tasks
• Timely responses to client needs
• Willingness to proactively communicate when appropriate

Who This Role Fits Well:

• You take pride in doing things the right way
• You’re comfortable communicating with people and building trust
• You stay organized and follow through on tasks
• You’re dependable and take responsibility for your work
• You’re open to learning and growing in your role

Previous experience in a customer service, insurance or sales/phone-based role a plus, but not required.

This position offers the opportunity to grow within the agency, including potential advancement into a leadership role over time.