Customer Care Representative - Farmers Service Operations

Job Summary

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.

Essential Job Functions

• 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.

Job Details

• Start Date & Hours: 
  • Unlicensed start date: Tuesday, April 21st 
  • Licensed start date: Tuesday, May 19th 
• Location: 
  •  This position will be FULLY REMOTE.  You will need to provide a quiet, distraction-free environment and high-speed internet.
• Training:
  
  • Class Training will last approximately 2 - 3 months through our award-winning University of Farmers.
  • 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.
  • 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.
  • Training Hours: Monday - Friday 10:30am - 7:00pm EST 
  • Post Training Hours: Monday - Friday 10:30am - 7:00pm EST

• Normal Business Hours:
  • Monday–Friday 8:00am–9:30pm EST
    Saturday 9:00am–9:30pm EST
    Sunday (chat only):
    9:00am–9:30pm EST

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.

Education Requirements

• High School Diploma or equivalent required.
• Other: Producer/Agent Property and Casualty license will be required for this role. The licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

• Adjuster, Personal Lines and Life And Health licenses do not meet the preferred licensing requirement.

  If you are not sure what license you have please follow this link: https://nipr.com/licensing-center/look-up-a-national-producer-number

Additional Qualifications

• Call center/agency experience
• Demonstrated customer service skills
• Strong verbal communication and listening skills
• Demonstrated written communication skills
• Demonstrated analytical skills
• Demonstrated problem solving skills
• Demonstrates excellent judgment and decision making skills
• Friendly and service-oriented
• Maintains a high degree of professionalism
• Excellent organizational skills
• Highly thorough and dependable
• Possesses flexibility to work in a fast paced, dynamic environment
• Basic computer skills with ability to navigate multiple systems simultaneously.
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Physical Environment

Sits for extended periods of time, up to a full work shift. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to 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.