Customer Experience Training Specialist (AVMA)

One80 Intermediaries; United States; Remote; USD 52,000 - 59,000; Full time

Job summary

One80 Intermediaries is looking for a Customer Experience Training Specialist to enhance service delivery and client experience. This remote full-time role involves designing and delivering training programs, managing the Five9 system, and ensuring staff compliance with service standards.

The successful candidate will require a diploma or related field of study, 5+ years in a professional training environment, and experience in the insurance industry is preferred. Competitive salary between $52k and $59k annually.

Qualifications

• Up to 5+ years in a professional training environment with 2+ years in instructional design.
• Experience in a contact center environment with a focus on Five9 administration preferred.
• Prior experience in the insurance industry is preferred.

Responsibilities

• Designs, develops, and delivers comprehensive training programs for customer service staff.
• Manages and maintains the Five9 contact center system.
• Conducts quality audit activities to ensure compliance and a positive customer experience.

Skills

Customer service skills

Instructional design

Strong interpersonal skills

Contact center experience

Education

Diploma or related field of study

Tools

Five9

Job description

Customer Experience Training Specialist (AVMA)

Remote Full-time $52k – $59k

Remote

We are seeking a Customer Experience Training Specialist who will be responsible for enhancing our team’s customer service skills, service delivery, and ensuring consistent, high-quality experience for our clients. This role will design, develop, and deploy consistent customer service processes, procedures, and systems to equip employees with the knowledge and skills needed to enhance and exceed customer expectations across Life & Health and Business Insurance Lines.

Your Impact:

• 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.

Successful Candidates Will Have:

• Diploma or related field of study.
• Up to 5+ years working in a professional training environment with at least 2+ years of experience in instructional design.
• Experience in a contact center environment with a focus on Five9 administration preferred.
• Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization.
• Prior experience in the insurance industry is preferred including a Life & Health or Property & Casualty (P&C) insurance license also being highly desirable.

One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem. For more information, please visit one80.com.