Customer Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $17 - $21 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Mercury Insurance

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1962

🚘 Automotive

💼 Consulting

📦 Logistics

Automotive • Consulting • Logistics

Mercury Insurance is a leading provider of insurance products, focusing on protecting individuals and their assets with a commitment to privacy and customer service. The company operates through independent agents and offers a range of insurance services including auto, home, and other personal insurance products. Mercury Insurance prioritizes the security of personal information and compliance with privacy laws, ensuring that customer data is handled with care and only shared when necessary for account servicing or as legally required.

📋 Description

• Process customer transactions, resolve issues, and deliver exceptional customer service • Respond to customer service interactions via phone, live chat, SMS, email, social media, and other channels for all lines of business nationwide • Assist customers with basic policy and billing questions • Accept reports of new claims and process policy changes • Provide knowledgeable answers regarding policy coverage, deductibles, billing, claims, and general 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 with agents, mortgage companies, vendors, and other parties • Document policies accurately and maintain customer privacy according to security guidelines • 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

🎯 Requirements

• High School diploma or equivalent • Some college preferred • Minimum 1 years’ experience in a customer service and/or call center role, or equivalent combination of education and experience • Experience with high volume calls preferred • Prior experience working in a remote environment is a plus • Must be able to type a minimum of 30 WPM • Proficient in Word, Excel and Outlook for document management, communication and data entry • Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms • Ability to process customer transactions, handling updates and making necessary adjustments • Strong written and verbal communication skills, including active listening and clearly explaining procedures, policy, and company guidelines • Ability to address customer inquiries and resolve issues in a timely, professional manner • Strong critical thinking skills to investigate and resolve customer issues, system defects, and procedural challenges • Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions • Ability to handle multiple inquiries or tasks simultaneously with keen attention to detail • Ability to accept and act on feedback • Commitment to meeting deadlines, completing tasks thoroughly, maintaining high performance, and ensuring punctuality • Highly driven and self-motivated with the ability to work in a fast-paced environment

🏖️ Benefits

• 4 weeks of paid training • Competitive compensation • 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 • Flexibility to work from anywhere in the United States for most positions