[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Mercury Insurance is a company recognized for its achievements and culture, seeking a Customer Support Specialist to manage new and existing claims. The role involves providing customer support, processing claims efficiently, and ensuring compliance with company policies.

Responsibilities

• Claims Intake, Filing & Evaluation: Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization
• Customer Support & Resolution: Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism
• Data Entry & Transaction Processing: Accurately enter claim details, process transactions, and ensure timely, correct updates to customer records
• Research & Documentation: Conduct thorough research to support claim decisions and maintain detailed, accurate documentation of all customer interactions
• High-Volume Call Handling: Manage a high volume of incoming calls, ensuring smooth claims intake and excellent customer service
• Policy & Procedure Compliance: Interpret and apply company policies and procedures to ensure claims are processed in accordance with established company guidelines

Skills

• High School diploma or equivalent
• Minimum 1 years' experience in a customer service and/or call center role; 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
• Strong ability to analyze, identify and resolve customer needs and issues with professionalism, ensuring satisfaction and positive experiences
• Ability to accurately handle transactions and data entry to ensure claim-related information is correctly recorded
• Ability to gather and research information to support claims decisions and resolve customer queries
• Ability to provide exceptional service by addressing customer inquiries and resolving issues in a timely, professional manner
• Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions
• 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 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
• Some college preferred
• Experience with high volume calls is preferred
• Prior experience working in a remote environment is a plus
• Experience identifying opportunities for upselling and cross selling additional products and services, preferred

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 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