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 May 5, 2025 and consists of 4 weeks of paid training.

Training is Monday through Friday from 7am - 4:45pm PST. After training we offer a fixed schedule of 40 hours per week which includes Saturday shifts.

We’re looking for a friendly, customer-focused individual to join our team as a Bilingual (Spanish/English) Customer Support Specialist! In this role, you’ll help manage new and existing claims, making sure everything is processed smoothly and accurately. If you enjoy problem-solving, have a passion for helping people, and thrive in a fast-paced environment, this is the perfect role for you! Strong communication skills, attention to detail, and a team-oriented attitude are key to delivering an outstanding experience for our customers.

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 help us make a difference!

State specific pay scales for this role are as follows:

$22.00 (NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$20.25 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$18.25 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

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 accepting the report of a new claim.

Key Responsibilities:

• Customer Support & Resolution: Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism.
• Claims Intake, Filing & Evaluation: Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization.
• 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.

Qualifications:

• High School diploma or equivalent, Associate's degree 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

• Effectively communicate with customers in both English and Spanish, both verbally and in writing, to provide excellent customer service.
• 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.
• Experience identifying opportunities for upselling and cross selling additional products and services, preferred
• 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

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

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

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, 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

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.