Customer Service Specialist – Hybrid/Remote

About the role

As a Customer Service Specialist you will support MAPFRE agency partners by delivering exceptional service across Billing, Auto Services, and Property Services. The role focuses on first‑call resolution, promoting discounts and value‑added services, and providing backup for Massachusetts billing operations. You will work in a fast‑paced, phone‑based environment, using problem‑solving skills and insurance knowledge to resolve inquiries efficiently.

Key responsibilities

• Deliver exceptional service through active listening, professionalism, and timely resolution of agent inquiries.
• Handle inbound calls related to Billing, Auto Services, Property Services, and basic Claims inquiries.
• Research issues, think critically, and make sound business decisions to resolve customer needs.
• Promote available discounts, programs, and value‑added services to agents and customers.
• Take ownership of individual performance goals and leverage tools and resources for success.
• Serve as a knowledgeable resource and mentor for less experienced team members.
• Participate in peer training and knowledge‑sharing initiatives.
• Independently manage escalated calls and complex service situations.
• Embrace coaching and feedback as part of ongoing professional growth.

Required profile

• High School Diploma, GED, or equivalent combination of education and experience.
• At least 1 year of customer service, call‑center, insurance operations, or related experience.
• Strong communication, problem‑solving, and relationship‑building skills.
• Ability to analyze situations, make informed decisions, and provide solutions in a fast‑paced environment.
• Proven ability to manage multiple priorities while maintaining high service quality.
• Experience supporting one or more areas: Insurance Operations, Call Center Operations, Claims Operations.

What we offer

• Competitive salary range $41,200 – $50,000 (non‑exempt).
• Flexible Paid Time Off (PTO) program.
• 401(k) plan with company matching and profit‑sharing opportunities.
• Comprehensive medical, dental, and vision coverage.
• Additional benefits include STD, LTD, life insurance, FSA, HSA, and wellness programs.
• $0 premium medical plan option for eligible employees.