客户服务专员 (混合或远程) (韦伯斯特或远程, 马萨诸塞州, 美国)
Customer Service Specialist (Hybrid or Remote) (Webster or Remote, MA, US)
作为客户服务专员，你将在支持我们的代理合作伙伴方面发挥关键作用，通过账单、汽车服务和财产服务提供卓越的服务。我们希望通过每一次互动成为Mapfre的推广者，同时尽可能实现首次通话解决。
在这个快节奏的电话客服岗位上，你将运用你的问题解决能力、保险知识和客户服务专长，快速解决查询，适时处理批注，并为我们的代理提供积极的体验。你还将为马萨诸塞州账单业务提供后备支持，并有机会通过多种服务渠道参与互动。
你将负责：
- 通过积极倾听、专业态度和及时解决代理查询，提供卓越的服务。
- 处理与账单、汽车服务、财产服务和基本理赔查询相关的来电。
- 研究问题，批判性思考，并做出合理的商业决策，高效解决客户需求。
- 向代理和客户推广可用的折扣、计划和增值服务。
- 承担个人绩效目标，并利用现有工具和资源取得成功。
- 成为经验较少团队成员的知识型资源和导师。
- 参与同僚培训和知识共享项目。
- 独立处理升级的电话和复杂的客户服务情况。
- 将指导和反馈视为持续职业成长和职业发展的组成部分。
任职要求：
- 高中文凭、GED或同等教育和经验组合。
- 至少1年客户服务、呼叫中心、保险运营或相关经验。
- 强大的沟通能力、问题解决能力和关系建立能力。
- 能够分析情况，做出明智决策，并在快节奏环境中提供解决方案。
- 有管理多项优先事项并保持高质量服务水平的实证能力。
- 有支持以下一个或多个领域的经验：
- 保险运营
- 呼叫中心运营
- 理赔运营
为什么选择Mapfre？
作为一家拥有强大本地影响力的全球保险领导者，我们提供的不仅仅是工作——我们提供一个以使命为导向的职业，你的成长、福祉和影响力真正重要。
使命与文化：加入一家以信任、协作和包容为基础的公司。我们的价值观指导我们所做的每一件事，创造一个工作场所。
查看英文原文
As a Customer Service Specialist, you will play a key role in supporting our agency partners by delivering exceptional service across Billing, Auto Services, and Property Services. Our goal is to create Mapfre promoters through every interaction while achieving first-call resolution whenever possible.
In this fast-paced, phone-based role, you'll use your problem-solving skills, insurance knowledge, and customer service expertise to quickly resolve inquiries, process endorsements when appropriate, and provide a positive experience for our agents. You will also provide backup support for Massachusetts Billing operations and have opportunities to engage through multiple service channels.
What You'll Do
- 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 efficiently.
- Promote available discounts, programs, and value-added services to agents and customers.
- Take ownership of individual performance goals and leverage available 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 and career development.
Qualifications
- 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 a high level of service quality.
- Experience supporting one or more of the following areas:
- Insurance Operations
- Call Center Operations
- Claims Operations
Why Mapfre?
As a global insurance leader with a strong local presence, we offer more than a job- we provide a purpose-driven career where your growth, well-being, and impact truly matter.
Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.
Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.
Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.
Pay Transparency: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.
Pay Range: $41,200 - $50,000 (non-exempt)
Benefits Highlights:
At Mapfre, we invest in our employees' well-being by offering a comprehensive benefits package, including:
- Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.
- 401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.
- Medical, Dental and Vision Coverage: Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.
- Other Benefits Include: STD, LTD, Life Insurance, FSA, HSA and various wellness programs
Your Health, Your Wellbeing—Fully Supported
· $0 Premium Medical Plan Option
Keep more of what you earn. Employees earning under $75,000 who elect single coverage under our Super Value Plan enjoy $0 monthly premiums—comprehensive healthcare at no cost to you.
Benefits provided are subject to the terms and conditions of the applicable benefit plan or policy. The Company reserves the right to alter, amend, or terminate benefits in its sole discretion. To learn more about our benefit offerings please visit:
If you require a reasonable accommodation during the application or selection process, please contact the Mapfre Talent Acquisition team at . Mapfre is proud to be an Equal Opportunity Employer.
Important Notice:
The information above is intended to provide a general overview of available benefits. Eligibility, plan provisions, and coverage are governed by the terms and conditions of the applicable benefit plans and policies, which may be modified from time to time
Originally posted on Himalayas