Customer Service Representative

Customer Service Representative - Benefits Counselor

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.