Customer Service Specialist (Hybrid or Remote)

Mapfre is hiring a Customer Service Specialist to support agency partners across Billing, Auto Services, and Property Services. The role resolves inquiries, processes endorsements when appropriate, supports Massachusetts Billing operations, and aims to deliver first-call resolution and a positive agent experience.

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 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

Requirements:

• 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