Customer Service Representative

**Company:** ------------ Mercer **Description:** ---------------- We are seeking a talented individual to join our **PL Service** team at **Mercer, a Marsh business** . The position is **open to remote but** **MUST** **be near the Dallas, Houston, Miami/Sunrise, or Urbandale office** as onsite attendance will be required occasionally throughout the year as needed. As a **Customer Service Representative \- Benefits Counselor** , you will serve as a trusted resource for customers by delivering exceptional support and guidance on benefits, insurance, and policy\-related questions. In this fast\-paced, technology\-driven role, you’ll leverage AI\-enabled tools to research inquiries, resolve issues, and provide accurate, personalized solutions. If you enjoy problem solving, delivering outstanding service, and making a meaningful impact, this is a great opportunity to make a real difference in customers’ day\-to\-day lives! **We will count on you to:** * Handle inbound telephone calls and document all interactions in Salesforce * Respond to both standard and more complex customer inquiries regarding various products and services via phone or email * Research customer inquiries and follow up with customers as needed via email or outbound calls * Provide formal, informed responses to correspondence, either verbally or in writing, using all necessary reference materials * Thrive and be motivated by an environment that embraces AI and technology\-enabled tools * Request additional or missing information from customers via written or verbal communication * Document client issues and escalate to the appropriate parties for resolution * Troubleshoot basic website errors and questions * Assist customers with auto and home insurance policy questions * Help customers with payments and payment\-related questions, policy changes, coverage explanations, rate changes, etc. * Work a scheduled shift with flexibility as needed **What you need to have:** * HS diploma or equivalent * At least 6 months of call center experience * At least 6 months of experience using MS Office Suite (Word, PowerPoint, Excel) * Basic computer troubleshooting skills * Strong oral and written communication skills * Willingness to receive coaching and feedback **What makes you stand out?** * Bachelor’s degree * An active P\&C License * Previous experience Auto \& Home Insurance **Why join our team:** * We help you be your best through professional development opportunities, interesting work and supportive leaders. * We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients, and communities. * Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well\-being. Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 c