Customer Care Representative (Hybrid - Caledonia, MI)

The Position

If you are the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with Farmers. This position is a critical part of Farmers Insurance as it supports our customers and agents. You will be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews.  

We care about your professional development at Farmers, so we offer paid training with our renowned University of Farmers before you start serving customers, so you can succeed in this role! 

In this role you will:

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.

The Day-to-Day

• Receive and respond to inquiries related to insurance matters. Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. Evaluate and interpret policy information within prescribed authority limits.
• Access account information and communicate while working in multiple systems. Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. Document customer interactions and outcomes thoroughly in system.
• Escalate unresolved issues requiring advanced support for further resolution.
• Build knowledge and acumen through self-directed learning. Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements. Help maintain department knowledge resources to keep them current.
• Actively listen to customer concerns to identify trends or patterns. Recognize opportunities for process improvement and makes recommendations to leadership.
• Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs.
• Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off.

The Details

• Start Date (for non-licensed): Tuesday, June 9th (LOB-Farmers Workplace Solutions) or Tuesday, July 7th (LOB-Farmers Service Operations)
• Start Date (for licensed): Tuesday, July 7th (LOB-Farmers Workplace Solutions) or Tuesday, August 4th (LOB-Farmers Service Operations)
• Location: 5665 North Kraft Lake Drive, Caledonia, MI 49316
  • You must be located within 50 miles of this location.
• Training Schedule:
  • Your first week with Farmers will be fully remote, Tuesday-Friday 10:30am-7:00pm EST.
    • During this time you will work with our training team to ensure all log ins are up and running, systems are active, you will enroll in benefits, etc.  All the "getting ready for the job" stuff.
  • Working hours during training: Monday-Friday 10:30am-7:00pm or 11:30am-8:00pm EST (depending on LOB, specific shift hours will be communicated during the interview)
  • Class Training will last approximately 8-10 weeks through our award-winning University of Farmers.
    • Throughout this paid training, you'll experience a blend of instructor led skills training, peer mentoring, and coaching in a live, real-world environment designed to ease you into live work with our agents and/or customers.
    • Beginning your 2nd week of training you will be in office Mondays through Thursdays and training virtually on Fridays.
• Work Schedule (After Training):
  • Hours after training will typically remain the same as your training hours.
  • One class training ends, you will continue working Hybrid.
    • During this time you will work 3 days in office (Tuesday being a required day & the other 2 being flexible) and 2 days virtually from home.
  • This position has the potential to transition to a virtual arrangement, typically after approximatley 6 months. However, this timeline may vary depending on individual performance and business needs.
    • You will need to provide a quiet, distraction free environmeny and high-speed internet.
• Normal Business Hours: TBD

Compensation

• Pay is $22.89/hour based solely on geographical location. 
• Annual performance-based bonus potential up to 10%. Interested in earning more? We are a performance-based company where you could potentially more based on company and individual performance goals (ask your Recruiter for details)!
• As a Customer Care Representative, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being including: 401(K) Plan, Generous PTO, Tuition Reimbursement, Paid Training, and much more.

Education Requirements

• High School Diploma or equivalent required.
• Property and Casualty license will be required for this role. If you do not already have a license, Farmers will help you in getting the required license.
  • Paid Training = training materials & exam itself
  • Given 2 attempts to pass the exam (coorindated by Farmers)

Experience Requirements

• Minimum of 1-3 years customer service.
  • 1 year of experience in call center environment or related field preferred.
  • Experience providing customer support within a high-volume, complex environment preferred.  
• Strong technical aptitude:
  • Intermediate computer skills with ability to navigate multiple systems simultaneously.
  • Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
  • Experience with Microsoft Office suite of tools preferred.

Physical Actions