Customer Support Specialist (Bilingual English/Spanish)

Mercury Insurance Services, LLC

91d • $31,574 - $55,318

About The Position

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2025! Our next class start date is December 1, 2025 and consists of 4 weeks of paid training. Training is Monday through Friday from 9am - 6pm CDT. After training we offer a fixed schedule of 40 hours per week which includes a Saturday shift. We’re looking for a friendly, customer-focused individual to join our team as a Bilingual Customer Support Specialist! In this role, you’ll help manage new and existing claims, making sure everything is processed smoothly and accurately. If you enjoy problem-solving, have a passion for helping people, and thrive in a fast-paced environment, this is the perfect role for you! Strong communication skills, attention to detail, and a team-oriented attitude are key to delivering an outstanding experience for our customers. At Mercury, we seek a better way to serve our customers, own every interaction, do the right thing in every situation, and move quickly to deliver exceptional results. Join our team and help us make a difference!

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 is preferred; or equivalent combination of education and experience.
• Must be able to type a minimum of 30 WPM.
• Proficient in Word, Excel and Outlook for document management, communication and data entry.

Nice To Haves

• Prior experience working in a remote environment is a plus.
• Experience identifying opportunities for upselling and cross selling additional products and services, preferred.
• Highly driven and self-motivated with the ability to work in a fast-paced environment.

Responsibilities

• Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization.
• Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism.
• Accurately enter claim details, process transactions, and ensure timely, correct updates to customer records.
• Conduct thorough research to support claim decisions and maintain detailed, accurate documentation of all customer interactions.
• Manage a high volume of incoming calls, ensuring smooth claims intake and excellent customer service.
• Interpret and apply company policies and procedures to ensure claims are processed in accordance with established company guidelines.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees