Customer Support Specialist

Mercury Insurance

. Respond to customer service interactions via phone, live chat, SMS, email, social media, and other channels .

Posted 10/23/2026full-timeRemote • United StatesJunior💰 $32,363 - $56,701 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities by effectively managing inquiries and transactions across multiple channels while maintaining high attention to detail and adherence to security guidelines. Proficient in problem-solving and critical thinking to address complex customer concerns and ensure satisfaction.

Highest-signal resume keywords

Customer Service ExperienceStrong Communication SkillsCritical ThinkingProficient in Word, Excel, and OutlookAbility to Multitask

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Transaction ProcessingPolicy Coverage KnowledgePayment ProcessingData EntryTyping Speed of 30 WPM

Soft Skills

Active ListeningAttention to DetailSelf-MotivatedAbility to Accept FeedbackTime Management

Tools & Technologies

Mercury SystemsCustomer Service Portals

Industry Keywords

Call Center ExperienceRemote Work ExperienceHigh Volume CallsCustomer PrivacyBilling and Claims

About the role

Key responsibilities & impact

Respond to customer service interactions via phone, live chat, SMS, email, social media, and other channels
Process customer transactions and provide exceptional customer service
Answer inquiries regarding policy coverage, deductibles, billing, claims, and account details
Handle complex requests, including policy changes, payment processing, payment method updates, due-date adjustments, pay-plan management, portal resets, and website navigation
Investigate and resolve customer concerns with agents, mortgage companies, vendors, and other parties
Address system defects affecting billing or coverage
Accurately document policies and maintain customer privacy according to security guidelines
Support system navigation for customers and agents using Mercury systems and portals
Resolve escalated concerns related to rate increases, policy changes, and other complex issues
Perform other assigned functions as needed

Requirements

What you’ll need

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 preferred
Equivalent combination of education and experience accepted
Prior experience working in a remote environment is a plus
Must be able to type a minimum of 30 WPM
Proficient in Word, Excel and Outlook
Ability to process customer transactions, handling updates and making necessary adjustments
Strong written and verbal communication skills, including active listening and clearly explaining procedures, policies, and company guidelines
Strong critical thinking and problem-solving skills
Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions
Ability to multitask with keen attention to detail
Ability to accept and act on feedback
Ability to meet deadlines, complete tasks thoroughly, maintain high performance, and ensure punctuality
Highly driven and self-motivated with the ability to work in a fast-paced environment

Benefits

Comp & perks

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
Four weeks of paid training