Customer Support Specialist

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Engage with customer service interactions through various channels, including phone, live chat, SMS, email, social media, and more.

• Process customer transactions while delivering outstanding customer service.

• Respond to inquiries about policy coverage, deductibles, billing, claims, and account information.

• Manage complex requests such as policy modifications, payment processing, payment method changes, due-date adjustments, pay-plan management, portal resets, and website navigation support.

• Investigate and resolve customer issues in collaboration with agents, mortgage companies, vendors, and other stakeholders.

• Address system issues impacting billing or coverage.

• Document policies accurately while ensuring customer privacy in accordance with security protocols.

• Assist customers and agents in navigating Mercury systems and portals.

• Resolve escalated issues related to rate increases, policy changes, and other intricate matters.

• Perform additional assigned tasks as required.

⛳️ Requirements

• High School diploma or equivalent is required.

• Some college education is preferred.

• A minimum of 1 year of experience in a customer service and/or call center capacity is necessary.

• Experience handling high volume calls is preferred.

• An equivalent combination of education and experience is acceptable.

• Previous experience in a remote working environment is advantageous.

• Must be capable of typing a minimum of 30 words per minute.

• Proficient in Microsoft Word, Excel, and Outlook.

• Ability to process customer transactions, execute updates, and make necessary adjustments efficiently.

• Excellent written and verbal communication skills, including active listening and the ability to clearly explain procedures, policies, and company guidelines.

• Strong critical thinking and problem-solving abilities.

• Capability to analyze complex customer issues or procedural discrepancies and implement logical solutions.

• Strong multitasking skills with a sharp attention to detail.

• Openness to feedback and the willingness to act on it.

• Ability to meet deadlines, thoroughly complete tasks, maintain high performance, and ensure punctuality.

• Highly motivated and driven with the ability to thrive in a fast-paced work environment.

🏝️ Benefits

• Competitive compensation package.

• Flexibility to work from any location within the United States for most roles.

• Paid time off, including vacation days, sick leave, 9 paid Company holidays, and volunteer hours.

• Incentive bonus programs, which may include holiday bonuses, referral bonuses, and performance-based bonuses.

• Comprehensive medical, dental, vision, life, and pet insurance options.

• 401(k) retirement savings plan with company matching contributions.

• A dynamic and engaging work environment.

• Opportunities for career advancement.

• Educational assistance programs.

• Professional and personal development opportunities.

• Company recognition initiatives.

• Health and wellness resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more.

• Four weeks of paid training provided.