Customer Service Supervisor

Company:

Mercer

Description:

We are seeking a talented individual to join our Contact Center team at Mercer. This role will be based in a remote setting. As a supervisor, you will support and develop a team of Benefit Counselors, ensuring they meet and exceed performance targets while fostering a culture of inclusion and continuous improvement.

We will count on you to:

• Conduct one-on-one meetings with Benefits Counselors for coaching and support.
• Set clear expectations for the team and ensure they understand their performance status.
• Perform call reviews and quality assurance assessments to maintain service standards.
• Assist team members with questions and challenges through chat support, promoting continuous improvement.
• Conduct team huddles for updates, education, and motivation.
• Hold agents accountable and issue progressive counseling when necessary.
• Understand metrics and ensure the team meets goals, identifying strengths and opportunities.
• Manage live escalation calls, providing immediate support for complex issues and tracking outcomes for coaching purposes.

What you need to have:

• HS diploma or equivalent
• Previous customer service experience
• Effective communication, both verbal and written
• Ability to identify and solve problems as they arise.
• Flexible scheduling (potentially evenings/Saturday)
• Previous leadership experience in a contact center

What makes you stand out:

• Insurance Licensing (Personal Lines or L&H).

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create innovative solutions and have impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your wellbeing.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.

The applicable base salary range for this role is $54,500 to $108,500.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Applications will be accepted until:

May 30, 2025