Customer Support Specialist (Bilingual English/Spanish)

Overview

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 on March 31, 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 which includes a Saturday shift. Schedule options consist of:

• 10-hour shift with Sunday and two weekdays off

or

• 8-hour shift with Sunday and one weekday off

We are seeking a motivated and detail-oriented professional to join our team in a dynamic and fast-paced environment as a Bilingual (Spanish/English) 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.

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.

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 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

If you're passionate about helping others, driven to find effective solutions, and thrive in a fast-paced, customer-focused environment, we encourage you to apply for the Bilingual Customer Support Specialist opportunity.  

At Mercury, we seek a better way to serve our customers, own every interaction, do the right thing in every situation, and move quickly to deliver exceptional results. Join our team and make an impact today!

About the Company

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers 

Perks and Benefits

We offer many great benefits, including:

• 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

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Pay Range