The Agent Success Representative is the primary point of contact for Mercury Insurance agency partners, providing outstanding support via inbound phone lines. This role functions as a dedicated, go-to resource for agents—fostering positive agency relationships and delivering seamless, solutions-oriented support. The Agent Success Representative acts as a sales liaison, helping agency partners navigate Mercury’s systems, access key resources, resolve concerns, and maximize the value of their relationship with Mercury Insurance.

State specific pay scales for this role are as follows:

$50,056 to $87,533  (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$45,505 to $79,576   (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$40,955 to $71,618    (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

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

Essential Job Functions

• Serve as the first-line support for agency partners, handling inbound calls professionally and efficiently.
• Address agent questions, concerns, and requests with accuracy, clarity, and a customer-first mindset.
• Guide agents through Mercury Insurance systems, tools, and processes to optimize their workflow and sales effectiveness.
• Proactively provide resources, training, and information to agency partners to ensure their success and satisfaction.
• Troubleshoot and resolve agent issues, escalating complex cases as necessary to ensure timely resolution.
• Act as a sales liaison, promoting best practices and facilitating communication between Mercury Insurance and agency partners.
• Document interactions and resolutions in CRM and other essential systems.
• Collaborate with internal departments (sales, IT, underwriting, etc.) to address agency needs and improve overall agent experience.
• Contribute to ongoing process improvement by identifying trends, reporting feedback, and suggesting solution enhancements.

Qualifications

• High school diploma or equivalent required; some college preferred.
• Previous experience in a customer service or support role (insurance industry experience is a plus).
• Strong verbal communication, active listening, and problem-solving skills.
• Comfortable with phone-based support and able to handle a high volume of calls.
• Proficient in navigating computer systems, CRM platforms, and databases.
• Ability to multitask, prioritize, and manage time effectively.
• Team player with a positive attitude and a genuine desire to help others succeed.
• Other functions may be assigned

Education:

• High school diploma or equivalent required; some college preferred.
• Valid driver’s license and acceptable driving record (as determined by Company policy) required.

Experience:

• At least 2 years of experience with sales and marketing 
• Or equivalent combination of education and experience

Skills & Abilities:

• Must have professional written, phone and virtual communication skills to effectively collaborate and build relationships with agency staff and team members.
• Must be comfortable participating in video conference calls as needed. 
• Must be able to interact professionally with agencies and other team members to accomplish assigned tasks.
• Must be able to communicate effectively to support Company policies, offer technical guidance and facilitate training sessions as needed.
• Must be able to train agencies virtually or via the phone
• Must be able to travel by automobile and/or airline 5% of the time for agency/company meetings or events.
• Strong organization and time management skills.  
• Ability to motivate, monitor and develop assigned agencies to maintain a knowledgeable and well-trained agency force.
• Negotiating and mediating skills to achieve resolutions and explain Company policies.
• Ability to analyze complex reports and multi-task assigned projects.
• Must be proficient with Microsoft Office products.

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.