At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We are in the business of creating more secure and rewarding futures for our clients and their employees — whether we are designing affordable health plans, assuring income for retirement, or aligning workers with workforce needs.

Mercer is seeking candidates for the following position to support our Talent All Access Portal (https://taap.mercer.com/about-taap). This opportunity is open to full-time remote work location!

Customer Support Specialist - Talent All Access (TAAP)

What can you expect?

• As the Customer Support Specialist, you will manage and respond to all queries within several team mailboxes, and work closely with various team members to gain a working knowledge of the portfolio and provide high level support to clients and internal stakeholders
• You will be part of a company committed to enhancing the health, wealth, and careers of the clients we serve and their employees — and will work for a company equally invested in the development of our own people
• You can rest assured a high value is placed on diversity and we work to foster understanding, inclusion, and innovation in the workplace
• You will be doing meaningful, challenging work, and can look forward to a career with many opportunities to learn, grow, and advance

What is in it for you?

• A company with a strong brand and strong results to match and are committed to making a difference in the lives of people
• A culture of belonging, innovation, collaboration, internal mobility, and extraordinary career opportunities through our four businesses: Marsh, Mercer, Guy Carpenter, and Oliver Wyman, each consistently ranked the industry leader in their fields
• Competitive pay, full benefits package – starting day one (medical, dental, vision, STD/LTD, life insurance, generous 401k match, AND automatic contribution)
• Generous paid time off for vacation, sick, company holidays, and time to give back to your community; flexible work culture
• Employee Resource Groups which provide access to leaders, relevant volunteer, and mentoring opportunities, and interactions with counterparts in industry groups and client organizations
• Opportunities to participate in our mentor program, as well as participate in networking with other colleagues in our Business Resource Groups (BRGs) – Mercer Cares (community involvement), PRIDE, Women@Mercer, Racial & Ethnic Diversity and Rising Professionals Network!

We will count on you to:

• Provide full-time support for several global team mailboxes that address the needs of our portfolio, including adherence to query response time SLA target
• Monitor and triage incoming emails, process complex queries and act as first point of contact for internal and external clients; addressing issues which may be of a sensitive, difficult, non-routine or moderately complex nature
• Route queries or consulting and sales opportunities to the appropriate resource within Mercer; identify potential sales or upsell opportunities and action when needed (e.g., providing email contact with additional info, or redirecting to the appropriate sales contact)
• Apply a general understanding of the larger Mercer business in order to be able to assist with a wide range of queries (e.g., product, process, invoice, access queries, etc.)
• Ensure positive customer experiences and develop relationships with subscribing clients and other internal contacts
• Provide general support by:
  • Actively engaging with clients during their subscription period to ensure/facilitate renewals
  • Supporting the new client onboarding process
  • Assisting with trainings and demos for clients/prospects and responding to questions.
  • Assisting with TAAP access operations as needed
  • Contributing to development of process documentation

What you need to have:

• Experience in customer service or similar support
• Detailed oriented and skilled in problem solving
• Strong verbal and written communication skills
• Resourceful and creative thinker
• Ability to work independently and collaboratively in a fast-paced environment with a high degree of accuracy
• Proficiency in Outlook and working knowledge of MS Office such as Excel and Word

What makes you stand out:

• Fluent writing and verbal communication skills in another language (e.g., Spanish, French, Portuguese)

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 83,000 colleagues and annual revenue approaching $20 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.mercer.com/. Follow Mercer on Twitter @Mercer.

Marsh McLennan and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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The applicable base salary range for this role is $37,400 to $74,800.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.