Customer Service Representative

2 months ago

Urbandale, Iowa, United States Mercer Full time


At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We are in the business of creating more secure and rewarding futures for our clients and their employees — whether we are designing affordable health plans, assuring income for retirement, or aligning workers with workforce needs.

Mercer is seeking candidates for the following position in Urbandale, Houston, and Dallas. This is a Part-Time opportunity.

Customer Service Representative - Benefits Counselor (Part-Time)

What can you expect?

  • You will be part of a company committed to enhancing the health, wealth, and careers of the clients we serve and their employees — and will work for a company equally invested in the development of our own people
  • You can rest assured a high value is placed on diversity and we work to foster understanding, inclusion, and innovation in the workplace
  • As a core component of our workplace culture, we are fully committed to volunteering and caring for our communities
  • You will be doing meaningful, challenging work, and can look forward to a career with many opportunities to learn, grow, and advance
  • This is a customer service contact center position with structured scheduling
  • You will be working a part-time remote work model with the requirement of Mondays and Tuesdays

What is in it for you?

  • A company with a strong brand and strong results to match, and are committed to making a difference in the lives of people
  • A culture of belonging, innovation, collaboration, internal mobility, and extraordinary career opportunities through our four businesses: Marsh, Mercer, Guy Carpenter, and Oliver Wyman, each consistently ranked the industry leader in their fields
  • Competitive pay and benefits package
  • Generous paid time off for vacation, sick days, company holidays, floating holidays, and time to give back to your community; flexible work culture
  • Employee Resource Groups which provide access to leaders, relevant volunteer, and mentoring opportunities, and interactions with counterparts in industry groups and client organizations
  • You will work in an exciting environment with a reputable company and receive paid training

We will count on you to:

  • Handle inbound telephone calls and document all interactions in Sales Force
  • Respond to both standard and more difficult customer inquiries regarding various products and services via the phone or email
  • Research customer inquiries and follow up with customers as needed via email or outbound phone calls
  • Respond formally to correspondence, either verbally or in writing, utilizing all reference material necessary to provide an informed response to the customer
  • Request additional/missing information from the customer via written or verbal communication
  • Document client issues and escalate issues to appropriate parties to resolve
  • Ability to troubleshoot basic website errors/questions
  • Assist with auto and home insurance policy questions
  • Ability and flexibility of working a scheduled day
  • Assisting customers with payments and payment related questions, policy changes, explaining coverages and rate changes, etc.

What you need to have:

  • HS diploma or equivalent
  • Must be able to work every Monday and Tuesday
  • 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
  • Prior call center experience preferred
  • Currently holds an active P&C License
  • Previous experience Auto and Home Insurance

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 20,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $23 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit Follow Mercer on LinkedIn and X.

Marsh McLennan 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

The applicable base pay for this role is $18 to $20.

The hourly rate offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis.

In addition to the hourly salary, this position may be eligible for performance-based incentives.

Application deadline: August 6, 2024

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