Customer Support Specialist
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Job Description
Customer Support Specialist resolving nationwide insurance policy, billing, and claims inquiries for Mercury Insurance. Handling customer transactions and escalated issues across phone, chat, SMS, email, and social media.
Responsibilities:
- Respond to customer service interactions via phone, live chat, SMS, email, social media, and other channels
- Process customer transactions and provide exceptional customer service
- Answer inquiries regarding policy coverage, deductibles, billing, claims, and account details
- Handle complex requests, including policy changes, payment processing, payment method updates, due-date adjustments, pay-plan management, portal resets, and website navigation
- Investigate and resolve customer concerns with agents, mortgage companies, vendors, and other parties
- Address system defects affecting billing or coverage
- Accurately document policies and maintain customer privacy according to security guidelines
- Support system navigation for customers and agents using Mercury systems and portals
- Resolve escalated concerns related to rate increases, policy changes, and other complex issues
- Perform other assigned functions as needed
Requirements:
- High School diploma or equivalent
- Some college preferred
- Minimum 1 years’ experience in a customer service and/or call center role
- Experience with high volume calls preferred
- Equivalent combination of education and experience accepted
- Prior experience working in a remote environment is a plus
- Must be able to type a minimum of 30 WPM
- Proficient in Word, Excel and Outlook
- Ability to process customer transactions, handling updates and making necessary adjustments
- Strong written and verbal communication skills, including active listening and clearly explaining procedures, policies, and company guidelines
- Strong critical thinking and problem-solving skills
- Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions
- Ability to multitask with keen attention to detail
- Ability to accept and act on feedback
- Ability to meet deadlines, complete tasks thoroughly, maintain high performance, and ensure punctuality
- Highly driven and self-motivated with the ability to work in a fast-paced environment
Benefits:
- Competitive compensation
- Flexibility to work from anywhere in the United States for most positions
- Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
- Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
- Medical, dental, vision, life, and pet insurance
- 401(k) retirement savings plan with company match
- Engaging work environment
- Promotional opportunities
- Education assistance
- Professional and personal development opportunities
- Company recognition program
- Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
- Four weeks of paid training
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