Agent Success Representative - Remote

Overview

The Agent Success Representative is the primary point of contact for Mercury Insurance agency partners, providing outstanding support via inbound phone lines. This role functions as a dedicated, go-to resource for agents—fostering positive agency relationships and delivering seamless, solutions-oriented support. The Agent Success Representative acts as a sales liaison, helping agency partners navigate Mercury’s systems, access key resources, resolve concerns, and maximize the value of their relationship with Mercury Insurance.

In Short

• Serve as the first-line support for agency partners, handling inbound calls professionally and efficiently.
• Address agent questions, concerns, and requests with accuracy, clarity, and a customer-first mindset.
• Guide agents through Mercury Insurance systems, tools, and processes to optimize their workflow and sales effectiveness.
• Proactively provide resources, training, and information to agency partners to ensure their success and satisfaction.
• Troubleshoot and resolve agent issues, escalating complex cases as necessary to ensure timely resolution.
• Act as a sales liaison, promoting best practices and facilitating communication between Mercury Insurance and agency partners.
• Document interactions and resolutions in CRM and other essential systems.
• Collaborate with internal departments (sales, IT, underwriting, etc.) to address agency needs and improve overall agent experience.
• Contribute to ongoing process improvement by identifying trends, reporting feedback, and suggesting solution enhancements.

Requirements

• High school diploma or equivalent required; some college preferred.
• Previous experience in a customer service or support role (insurance industry experience is a plus).
• Strong verbal communication, active listening, and problem-solving skills.
• Comfortable with phone-based support and able to handle a high volume of calls.
• Proficient in navigating computer systems, CRM platforms, and databases.
• Ability to multitask, prioritize, and manage time effectively.
• Team player with a positive attitude and a genuine desire to help others succeed.
• Other functions may be assigned.

Benefits

• Competitive compensation.
• Flexibility to work from anywhere in the United States for most positions.
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours).
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus).
• Medical, dental, vision, life, and pet insurance.
• 401 (k) retirement savings plan with company match.
• Engaging work environment.
• Promotional opportunities.
• Education assistance.
• Professional and personal development opportunities.
• Company recognition program.
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more.