Customer Care Representative - Farmers Service Operations (CST)

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 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: Tuesday, January 21st
• Location:  This position will be FULLY REMOTE.  You will need to provide a quiet, distraction-free environment and high-speed internet.
  • You must be located in one of the followings states: Iowa, Kansas, Louisiana, Missouri, Mississippi, Nebraska, Oklahoma, South Dakota or Texas.
• Training: Monday-Friday 9:30am-6:00pm CST
  • Training will last approximately 6-8 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.
• Normal Business Hours:
  • Monday-Friday 7:00am-8:30pm CST
  • Saturday 8:00am-8:00pm CST
  • Sunday 8:00am-8:00pm CST (chat only)

Compensation

• Pay is $21.74/hour or $23.12/hour based on 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.
• Other: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

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

This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.