Customer Service Rep (Farmers Agent Services)

Job Details

• This position will require being in-office during the initial 2-3 months of training with potential of becoming virtual following training. 
• Training hours are Monday - Friday 9:30am - 6:00pm CT.
• Following training, you will have shifts assigned within the department hours of Monday - Friday 6:45am - 8:30pm CT and Saturday 8:00am - 5:00pm CT. 
• Office location is: 17000 W 119th St. Olathe, KS 66061
• Starting pay is $16.70-$19.50/hour depending on background, experience, and geographic location. 

Job Summary

• Communicates with internal and external customers about intermediate underwriting guidelines, policies and marketing initiatives to service customer accounts.
• Utilizes competencies and skills to provide a positive customer experience.

Essential Job Functions

• Analyze, clarify and resolve intermediate policy and account related questions from internal and external customers.
• Reviews problems and communicates with appropriate personnel to obtain information when necessary.
• Responds to customer inquiries through appropriate mediums.
• Attains performance level standards as outlined in performance objectives.
• Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.
• Stays current with relevant product(s). - Understands and strives to support organization’s overall strategy.
• Models Farmers core values.
• Performs other duties as assigned.

CORE COMPETENCIES

• Business Results: Meets individual performance, metrics and goals.
• Innovation: Identifies and suggests innovative process changes to support business practices.
• Communication: Above average written and verbal communication skills.
• Job Knowledge: Intermediate billing, underwriting guidelines and policy processing.
• Team Work: Accepts feedback when offered to reach full potential and works well with others in addition to incorporating best practices from others.

Physical Environment

• This role, whether performed virtually or in an office setting, operates in an open office working environment which 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 (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.

Education Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.

Experience Requirements

• Proven competency performing Service Advocate essential job function and special skills or relevant experience.

Special Skill Requirement

• Critical Thinking
• Advanced conflict resolution skills
• Consistently meeting or exceeding performance measurement goals