Customer Service Specialist (Hybrid or Remote)

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: https://mapfre.gobenefits.net/

If you require a reasonable accommodation during the application or selection process, please contact the Mapfre Talent Acquisition team at talentacquisition@mapfre.com. 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