Customer Support Specialist

Overview

Position Summary:

 

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2024!

Our next class start date is July 7, 2025 and consists of 4 weeks of paid training.

Training is Monday through Friday from 8am – 4:45pm PST. After training we offer a fixed schedule of 40 hours per week.

We are seeking a motivated and detail-oriented professional to join our team in a dynamic and fast paced environment as a Customer Support Specialist. In this role, you will be responsible for processing customer transactions, resolving issues, and delivering exceptional customer service while maintaining high standards of communication, accuracy, and efficiency. The ideal candidate will be skilled in Microsoft Word, Excel, and Outlook, with a strong ability to solve problems and think critically to resolve customer concerns and challenges.

The primary job function is responding to various types of customer service interactions which may include phone, live chat, SMS, email, social media, etc., for all lines of business nationwide utilizing basic understanding of products, services and in-depth knowledge of policies and procedures.  Examples may include assisting customers with basic policy questions or billing questions, accepting the report of a new claim, and processing policy changes.

 

Geo-Salary Information

The compensation for this role is based on geographic location as follows:

$21.00 per hour (CA, NJ, NY, WA, HI, AK, MD, CT, RI, and MA)

$19.25 per hour (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, and ME).

$17.25 per hour (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, and WV)

 

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Key Responsibilities:

• Policy & Billing Support: Provide knowledgeable answers to customer inquiries regarding policy coverage, deductibles, billing, claims, and general account details.
• Advanced Inquiry Resolution: 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.
• Problem Resolution: 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.
• Documentation & Compliance: 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.
• Escalated Issues: Address escalated concerns related to rate increases, policy changes, and other complex issues.
• Other Duties: Perform other assigned functions as needed.

 

Essential Job Functions:

• Provide knowledgeable answers to general customer inquiries regarding their policy, billing, or claim.

• Advanced inquiry interactions involving making a policy change, process payments, change due dates, pay plans, payment methods, portal resets/concerns, website navigation, or accepting a new claim.  

• Problem resolution including investigating issues and responding to customer inquiries and requests.

• Other functions may be assigned.

 

Qualifications

Qualifications:

• 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

Skills & Abilities

• 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 pr