Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate customer transactions, resolve issues, and provide outstanding customer service.

• Engage with customer service inquiries through phone, live chat, SMS, email, social media, and various other channels across all business lines nationwide.

• Assist clients with fundamental policy and billing inquiries.

• Accept new claims reports and process modifications to existing policies.

• Offer informed responses regarding policy coverage, deductibles, billing, claims, and general account information.

• Manage intricate requests, including policy adjustments, payment processing, payment method updates, due-date changes, pay-plan management, portal resets, and navigation of the website.

• Investigate and address customer issues with agents, mortgage companies, vendors, and other involved parties.

• Accurately document policies and uphold customer privacy in alignment with security protocols.

• Assist in system navigation for customers and agents utilizing Mercury systems and portals.

• Tackle escalated concerns related to rate increases, policy modifications, and other complex matters.

• Perform additional assigned tasks as required.

⛳️ Requirements

• High School diploma or equivalent qualification.

• Some college education is preferred.

• At least 1 year of experience in a customer service or call center role, or an equivalent mix of education and experience.

• Experience with high volume calls is preferred.

• Prior experience in a remote work environment is advantageous.

• Must be able to type at least 30 words per minute.

• Proficient in Word, Excel, and Outlook for managing documents, communication, and data entry.

• Highly proficient in Spanish, with the ability to communicate effectively in both written and spoken forms.

• Capable of processing customer transactions, managing updates, and making necessary adjustments.

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

• Able to address customer inquiries and resolve issues in a prompt and professional manner.

• Strong critical thinking skills for investigating and resolving customer issues, system defects, and procedural challenges.

• Skilled in analyzing complex customer concerns or procedural discrepancies and applying logical solutions.

• Capable of handling multiple inquiries or tasks simultaneously with meticulous attention to detail.

• Open to accepting and acting on feedback.

• Committed to meeting deadlines, completing tasks thoroughly, maintaining high performance, and ensuring punctuality.

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

🏝️ Benefits

• 4 weeks of paid training.

• Competitive compensation.

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

• Incentive bonus programs (including potential holiday bonuses, referral bonuses, and performance-based bonuses).

• Medical, dental, vision, life, and pet insurance.

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

• Engaging work environment.

• Opportunities for promotion.

• Education assistance.

• Professional and personal development opportunities.

• Company recognition program.

• Health and wellbeing resources, including complimentary mental wellbeing therapy/coaching sessions, child and elder care resources, and more.

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