Customer Support Specialist

Mercury Insurance Services, LLC

1d • Remote

About The Position

Join an amazing team that is consistently recognized for achievements and culture, including a Forbes award for being one of America's Best Midsize Employers for 2025. The next class start date is June 1, 2026, and includes 4 weeks of paid training, Monday through Friday from 7am – 4pm PST. After training, a fixed schedule of 40 hours per week, including a Saturday shift, is offered. This role seeks a motivated and detail-oriented professional to join a dynamic and fast-paced environment as a Customer Support Specialist. Responsibilities include 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 involves responding to various customer service interactions such as phone, live chat, SMS, email, and social media, for all lines of business nationwide. This requires a basic understanding of products, services, and in-depth knowledge of policies and procedures, including assisting with basic policy or billing questions, accepting new claim reports, and processing policy changes.

Requirements

• High School diploma or equivalent
• Minimum 1 years’ experience in a customer service and/or call center role; 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
• Ability to process customer transactions, handling updates and making necessary adjustments
• 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 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, system defects and procedural challenges. Quickly analyzes problems, conducts research and find effective solutions.
• 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.
• 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

• Some college preferred
• Experience with high volume calls is preferred
• Prior experience working in a remote environment is a plus
• Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms.

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: 501-1,000 employees