Customer Support Specialist

Mercury Insurance Services, LLC

1d•Remote

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 February 9, 2026, 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 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
Strong ability to analyze, identify and resolve customer needs and issues with professionalism, ensuring satisfaction and positive experiences
Ability to accurately handle transactions and data entry to ensure claim-related information is correctly recorded
Ability to gather and research information to support claims decisions and resolve customer queries
Ability to provide exceptional service by addressing customer inquiries and resolving issues in a timely, professional manner
Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions.
Strong written and verbal communication skills to include active listening, ability to clearly and accurately explain procedures, policy and company guidelines to customers and agents
Ability to accept and act on feedback to drive continuous improvement
Consistently demonstrates commitment to meeting deadlines, completing tasks thoroughly, maintaining a high standard of performance, and ensuring punctuality in all responsibilities and interactions.
Highly driven and self-motivated with the ability to work in a fast-paced environment

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
Prior experience working in a remote environment is a plus

Responsibilities

Claims Intake, Filing & Evaluation: Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization.
Customer Support & Resolution: Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism.
Data Entry & Transaction Processing: Accurately enter claim details, process transactions, and ensure timely, correct updates to customer records.
Research & Documentation: Conduct thorough research to support claim decisions and maintain detailed, accurate documentation of all customer interactions.
High-Volume Call Handling: Manage a high volume of incoming calls, ensuring smooth claims intake and excellent customer service.
Policy & Procedure Compliance: 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