Customer Support Specialist (Bilingual English/Spanish)

Mercury Insurance Services, LLC

144d • $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 October 13, 2025 and consists of 4 weeks of paid training. Training is Monday through Friday from 8am – 4:45pm PST. After training we offer a fixed schedule of 40 hours per week which includes a Saturday shift. 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 (Bilingual English/Spanish). 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. The ideal candidate will be skilled in Microsoft Word, Excel, and Outlook, with a strong ability to solve problems and think critically to resolve customer concerns and challenges. The primary job function is responding to various types of customer service interactions which may include phone, live chat, SMS, email, social media, etc., for all lines of business nationwide utilizing basic understanding of products, services and in-depth knowledge of policies and procedures.

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.
• Prior experience working in a remote environment is a plus.
• Must be able to type a minimum of 30 WPM.
• Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms.

Nice To Haves

• Prior experience working in a remote environment is a plus.

Responsibilities

• 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, updating payment methods, adjusting due dates, managing pay plans, and assisting with portal resets or website navigation.
• Investigate and resolve customer concerns, working with internal and external parties (agents, mortgage companies, vendors) to address policy issues or system defects impacting billing or coverage.
• Ensure accurate documentation of policies, maintain customer privacy according to security guidelines, and support system navigation for customers and agents using Mercury systems and portals.
• Address escalated concerns related to rate increases, policy changes, and other complex issues.
• 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, 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