Customer Support Specialist

Overview: 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 2025! **Our next class start date is July 6, 2026, and consists of 4 weeks of paid training.** Training is Monday through Friday from 7am \- 4pm PST**.** After training we offer a fixed schedule of 40 hours per week which includes a Saturday shift. We’re looking for a friendly, customer\-focused individual to join our team as a **Customer Support Specialist**! In this role, you will be responsible for processing customer transactions, resolving issues, and delivering exceptional customer service while maintaining high standards of communication, accuracy, and efficiency. The ideal candidate will be skilled in Microsoft Word, Excel, and Outlook, with a strong ability to solve problems and think critically to resolve customer concerns and challenges. 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! 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 billing questions, accepting the report of a new claim, and processing policy changes. Geo\-Salary Information: ***An in\-person interview may be required during the hiring process*** The compensation for this role is based on geographic location as follows: **$21\.00** (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)**$19\.25** (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)**$17\.25** (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 Responsibilities: **Key Responsibilities:** * **Policy \& Billing Support**: Provide knowledgeable answers to customer inquiries regarding policy coverage, deductibles, billing, claims, and general account details. * **Advanced Inquiry Resolution**: Handle complex customer requests, including policy changes, payment processing, updating payment methods, adjusting due dates, managing pay plans, and assisting with portal resets or website navigation. * **Problem Resolution**: Investigate and resolve customer concerns, working with internal and external parties (agents, mortgage companies, vendors) to address policy issues or system defects impacting billing or coverage. * **Documentation \& Compliance**: Ensure accurate documentation of policies, maintain customer privacy accor