Customer Service Specialist (Hybrid or Remote)
About The Position
As a Customer Service Specialist, you will play a key role in supporting our agency partners by delivering exceptional service across Billing, Auto Services, and Property Services. Our goal is to create Mapfre promoters through every interaction while achieving first-call resolution whenever possible. In this fast-paced, phone-based role, you'll use your problem-solving skills, insurance knowledge, and customer service expertise to quickly resolve inquiries, process endorsements when appropriate, and provide a positive experience for our agents. You will also provide backup support for Massachusetts Billing operations and have opportunities to engage through multiple service channels.
Requirements
- High School Diploma, GED, or equivalent combination of education and experience.
- At least 1 year of customer service, call center, insurance operations, or related experience.
- Strong communication, problem-solving, and relationship-building skills.
- Ability to analyze situations, make informed decisions, and provide solutions in a fast-paced environment.
- Proven ability to manage multiple priorities while maintaining a high level of service quality.
- Experience supporting one or more of the following areas: Insurance Operations, Call Center Operations, Claims Operations.
Responsibilities
- Deliver exceptional service through active listening, professionalism, and timely resolution of agent inquiries.
- Handle inbound calls related to Billing, Auto Services, Property Services, and basic Claims inquiries.
- Research issues, think critically, and make sound business decisions to resolve customer needs efficiently.
- Promote available discounts, programs, and value-added services to agents and customers.
- Take ownership of individual performance goals and leverage available tools and resources for success.
- Serve as a knowledgeable resource and mentor for less experienced team members.
- Participate in peer training and knowledge-sharing initiatives.
- Independently manage escalated calls and complex service situations.
- Embrace coaching and feedback as part of ongoing professional growth and career development.
Benefits
- Paid Time Off (PTO)
- 401(k) & Profit Sharing
- Medical, Dental and Vision Coverage
- STD, LTD, Life Insurance, FSA, HSA and various wellness programs
- $0 Premium Medical Plan Option for employees earning under $75,000 who elect single coverage under the Super Value Plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
