Customer Experience Training Specialist (Veterinary-Focused)

Customer Experience Training Specialist

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.

This role has an anticipated start date of January 2026.

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 :

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel / accident and health, affinity and administrative services, and warranty business. Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work Certification for the second consecutive year.

At One80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including, for eligible employees, medical, dental, vision, disability, life, and retirement savings. Also, for eligible employees, the Company offers 10 to 20 vacation days depending on experience and generally offers 11 paid holidays and 5 half days, depending on the calendar year. The total compensation for a position may also include other elements dependent on the position offered. The expected base pay range for this position is between $51,800 to $59,200 plus annual discretionary bonus. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.