[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Mercury Insurance is a company recognized for its achievements and culture, seeking a Customer Support Specialist to manage new and existing claims. The role involves providing customer support, processing claims efficiently, and ensuring compliance with company policies. Responsibilities Claims Intake, Filing & Evaluation: Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization Customer Support & Resolution: Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism 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 Skills High School diploma or equivalent Minimum 1 years' experience in a customer service and/or call center role; or equivalent combination of education and experience Must be able to type a minimum of 30 WPM 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 Highly driven and self-motivated with the ability to work in a fast-paced environment Some college preferred Experience with high volume calls is preferred Prior experience working in a remote environment is a plus Experience identifying opportunities for upselling and cross selling additional products and services, preferred Benefits 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 Company Overview Mercury Insurance has offered quality insurance for personal auto insurance to homeowners insurance to mechanical breakdown protection. It was founded in 1962, and is headquartered in Los Angeles, California, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship Mercury Insurance has a track record of offering H1B sponsorships, with 22 in 2025, 23 in 2024, 14 in 2023, 15 in 2022, 8 in 2021, 13 in 2020. Please note that this does not guarantee sponsorship for this specific role.