[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Mercury Insurance is a recognized company known for its achievements and culture, recently awarded as one of America's Best Midsize Employers for 2025. They are seeking a motivated and detail-oriented Customer Support Specialist to process customer transactions, resolve issues, and deliver exceptional customer service in a fast-paced environment.

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

Skills

• 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
• 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
• Prior experience working in a remote environment is a plus
• Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms

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

Company Overview

Company H1B Sponsorship