Customer Service Representative (CSR) Mercury

Training Dates: May 11 May 22
Training Hours: 9: 00 AM 5: 30 PM (Eastern Time)

Shifts Available (after training):

1. 9: 00 - 5: 30 M-F
2. 7: 00 - 5: 30 Sun, M, Tu, W
3. 10: 30-7: 00 M-F

The training will run Monday through Friday during these hours, and full attendance is required participants cannot miss any days during the training period.

This is a fully onsite training. At the end of the program, employees who demonstrate readiness will receive equipment to begin working remotely.

The role will transition to a hybrid model after training, with employees expected to work onsite twice per week. In addition, identifying bilingual (Spanish) candidates would be great!


Job Description
Client Customer Service Representatives serve our customers via telephone and email. They thoroughly and efficiently gather participant information, access and address concerns and issues, educate the participant where applicable to prevent the need for future contacts and document interactions. Client CSRs do all of this in a timely, professional and of service manner.

General responsibilities include:
1. Provide excellent customer service and one call issue resolution
2. Handle incoming phone calls and assigned email requests along with escalated items
3. Assist participants with registration and log in issues
4. Assist participants with navigation on the Client site for their specific program
5. Assist participants with overall questions concerning the applications available to them on the private portal
6. Work with Account Management on escalated issues of a non-routine nature
7. Assist members complete the Client Health Survey over the phone
8. Perform other, varied job-related duties as assigned
Required Skills
High School Diploma or GED
Demonstrated customer service and issue resolution skills
Strong detail orientation and listening skills
Proficiency in the utilization of computer software applications, including MS Word and MS Excel
Effectively communicate both verbally and in writing
Pleasant telephone voice, tone and manner
Willingness to work a flexible schedule and overtime when needed
Successful completion of a background check and drug screen is required

Required Education
High School Diploma or GED

Desired Skills
1-3 years of experience in a technical call center environment or transferable skills