Customer Support Specialist

About This Role

Join a recognized team as a Customer Support Specialist, handling customer transactions, resolving issues, and delivering exceptional service in a dynamic, fast-paced environment. This role involves responding to various customer inquiries across multiple channels for all lines of business.

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

Requirements

• High School diploma or equivalent
• Minimum 1 year experience in a customer service and/or call center role
• Proficiency in Microsoft Word, Excel, and Outlook
• Ability to type a minimum of 30 WPM
• Strong critical thinking skills to investigate and resolve customer issues

Qualifications

• High School diploma or equivalent, some college preferred
• Minimum 1 year experience in a customer service and/or call center role; experience with high volume calls is preferred

Nice to Have

• Some college preferred
• Experience with high volume calls
• Prior experience working in a remote environment
• Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms

Skills

* Required skills

Benefits