Customer Support Specialist

Mercury Insurance Services, LLC•Remote,

13d•$32,363 - $56,701

About The Position

Mercury is seeking a motivated, detail-oriented Customer Support Specialist to provide customer service in a dynamic, fast-paced environment. The position involves processing customer transactions, resolving issues, and delivering accurate, efficient service through interactions that may include phone, live chat, SMS, email, and social media. Specialists support customers across lines of business nationwide, using a basic understanding of products and services and in-depth knowledge of policies and procedures. The role may include answering policy and billing questions, reporting new claims, and processing policy changes. The next training class starts November 30, 2026. Training lasts four weeks and is paid, Monday through Friday, 8:00 a.m. to 4:45 p.m. PST. After training, the position has a fixed 40-hour weekly schedule that includes a Saturday shift. An in-person interview may be required during hiring. Work-from-anywhere flexibility is offered for most positions; the posting does not specify this role's workplace type. The expected pay varies by location and other factors. Listed hourly rates are $21.00 in NJ, NY, WA, HI, AK, MD, CT, RI, MA, and typically in CA; $19.25 in NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, and ME; and $17.25 in UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, and WV. The overall posted annual pay range is USD $32,363–$56,701. Mercury describes its purpose as helping people reduce risk and overcome unexpected events, and emphasizes teamwork, employee growth, inclusion, and supporting customers. The company offers competitive compensation, potential bonuses, and benefits intended to support employees' health, retirement, and professional goals.

Requirements

High school diploma or equivalent.
At least one year of customer service and/or call center experience, or an equivalent combination of education and experience.
Ability to type at least 30 words per minute.
Proficiency in Microsoft Word, Excel, and Outlook.
Ability to process customer transactions, update information, and make necessary adjustments.
Strong written and verbal communication skills, including active listening and the ability to explain procedures, policies, and company guidelines clearly and accurately.
Ability to provide professional, timely service and resolve customer issues.
Strong critical-thinking and problem-solving skills to investigate customer issues, system defects, and procedural challenges.
Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions.
Ability to multitask while maintaining attention to detail.
Ability to accept and act on feedback.
Commitment to deadlines, thorough task completion, high performance standards, and punctuality.
Self-motivation and ability to work in a fast-paced environment.

Nice To Haves

Some college.
Experience handling high-volume calls.
Prior experience working in a remote environment.

Responsibilities

Respond to customer service interactions by phone, live chat, SMS, email, social media, and other channels.
Answer questions about policy coverage, deductibles, billing, claims, and account details.
Handle complex requests, including policy changes, payment processing, payment-method updates, due-date adjustments, pay-plan management, portal resets, and website navigation.
Investigate and resolve customer concerns, coordinating with agents, mortgage companies, vendors, and other parties to address policy issues or system defects affecting billing or coverage.
Document policies accurately and protect customer privacy in accordance with security guidelines.
Support customers and agents navigating Mercury systems and portals.
Address escalated concerns involving rate increases, policy changes, and other complex issues.
Perform other assigned functions as needed.

Benefits

Competitive compensation.
Paid time off, including vacation time, sick time, nine paid company holidays, and volunteer hours.
Incentive bonus programs, with potential holiday, referral, and performance-based bonuses.
Medical, dental, vision, life, and pet insurance.
401(k) retirement savings plan with company match.
Education assistance.
Professional and personal development opportunities.
Company recognition program.
Health and wellbeing resources, including free mental wellbeing therapy or coaching sessions and child and eldercare resources.
Promotional opportunities.
Flexibility to work from anywhere in the United States for most positions.