Senior Customer Solutions Consultant

Marsh McLennan; United States; Remote; USD 35,000 - 60,000; Full time

Job summary

Mercer is seeking a dedicated Call Center Specialist to respond to difficult and highly important customer inquiries about our products and services. You will apply advanced research methods when reference material is insufficient and communicate solutions clearly in writing or verbally.

You will document all interactions, request missing information when needed, and escalate complex issues. You’ll also share constructive feedback with colleagues to improve service quality.

Responsibilities

• Responds to difficult and/or highly important customer inquiries regarding products and services the Company offers
• Ensures all communications and transactions with the call center are properly documented; delegates work to colleagues as necessary
• Performs advanced research methods as needed to respond to difficult customer inquiries, and responds formally to correspondence, either verbally or in writing, in cases where the available reference material is insufficient to respond to the customer
• Requests additional/missing information from the customer via letter or telephone call to answer customer inquiries
• Monitors the documentation of client issues and addresses more complicated issues that have been escalated
• Provides written and verbal feedback to colleagues in a professional manner.

Job description

Mercer is seeking a dedicated Call Center Specialist to respond to difficult and highly important customer inquiries about our products and services. You will apply advanced research methods when reference material is insufficient and communicate solutions clearly in writing or verbally.

You will document all interactions, request missing information when needed, and escalate complex issues. You’ll also share constructive feedback with colleagues to improve service quality.