Customer Service Representative

Job description

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. Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@marsh.com. Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.