Customer Support Specialist

Mercury Insurance

Customer Support Specialist delivering exceptional service by processing customer transactions for Mercury Insurance. Handling inquiries across various channels in a fast-paced remote setting.

Posted 4/23/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $32,363 - $56,701 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
Prior experience working in a remote environment is a plus
Must be able to type a minimum of 30 WPM
Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms.
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.
Prior experience working in a remote environment is a plus
Highly driven and self-motivated with the ability to work in a fast-paced environment
Must be able to type a minimum of 30 WPM

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicecall center experiencepolicy coveragebillingclaims processingdata entrytyping (30 WPM)Spanish proficiencydocument managementpayment processing

Soft Skills

strong communication skillsactive listeningproblem-solvingcritical thinkingmulti-taskingattention to detailself-motivatedtime managementadaptabilitycommitment to deadlines