[Hiring] Customer Support Specialist @Mercury Insurance Services

Role Description

We are seeking a motivated and detail-oriented professional to join our team in a dynamic and fast-paced environment as a Customer Support Specialist. In this role, you will be responsible for processing customer transactions, resolving issues, and delivering exceptional customer service while maintaining high standards of communication, accuracy, and efficiency.

• Respond to various types of customer service interactions including phone, live chat, SMS, email, and social media.
• Assist customers with basic policy questions, billing questions, report new claims, and process policy changes.

Qualifications

• High School diploma or equivalent; some college preferred.
• Minimum 1 year of experience in a customer service and/or call center role; experience with high volume calls is preferred.
• 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 for document management, communication, and data entry.
• Strong written and verbal communication skills, including active listening.
• Ability to provide exceptional service by addressing customer inquiries and resolving issues in a timely, professional manner.
• Strong critical thinking skills to investigate and resolve customer issues.
• Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions.
• Multi-tasking ability to handle multiple inquiries or tasks simultaneously with keen attention to detail.
• Highly driven and self-motivated with the ability to work in a fast-paced environment.

Requirements

• Provide knowledgeable answers to customer inquiries regarding policy coverage, deductibles, billing, claims, and general account details.
• Handle complex customer requests, including policy changes, payment processing, and managing pay plans.
• Investigate and resolve customer concerns, working with internal and external parties.
• Ensure accurate documentation of policies and maintain customer privacy according to security guidelines.
• Address escalated concerns related to rate increases and policy changes.
• Perform other assigned functions as needed.

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.