Customer Support Specialist (Call Center)- Billing- Remote AZ area

Position Summary :

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 or billing questions, accepting the report of a new claim, and processing policy changes.

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.

Education :

• High School Diploma or GED equivalent
• AA degree preferred

Experience :

• 1+ year call center and / or customer service experience
• Or equivalent combination of education and experience
• 1+ year of handling escalated calls, preferred

Knowledge and Skills :

• Strong desire to provide the best customer experience, must have good communication skills and the ability to interact with customers by phone, live chat, SMS, email, social media, etc.
• Treat team members in a professional manner.
• Excellent computer skills required. (Microsoft Outlook, Word)
• A highly driven and self-motivated individual ready to work in a fast-paced workplace.
• Demonstrate ability to analyze customer needs, identify and resolve problems and make sound business decisions.

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 :

We offer many great benefits, including :

• Competitive compensation
• Flexibility to work from home / hybrid in
• 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
12 days ago