Note: The job is a remote job and is open to candidates in USA. Farmers Insurance is an insurance company focused on providing customers with peace of mind and support when it matters most. The Customer Care Representative supports customers and agents by handling insurance inquiries, policy questions, coverage, rates, billing issues, and policy reviews. The role involves resolving policy-related issues, documenting interactions, escalating complex matters, and collaborating with internal departments while working remotely.
Responsibilities
- 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
- 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
Skills
- * Minimum of 1-3 years customer service
- * 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
- * High School Diploma or equivalent required
- * Property and Casualty license will be required for this role
- This role is performed virtually and 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
- + 1 year of experience in call center environment or related field preferred
- + Experience providing customer support within a high-volume, complex environment preferred
- + Experience with Microsoft Office suite of tools preferred
Benefits
- Remote work arrangement
- Paid training with the University of Farmers
- 401(k) Plan
- Generous PTO
- Tuition Reimbursement
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
- Farmers will help you in getting the required license
- Paid Training = training materials & exam itself
- Given 2 attempts to pass the exam (coordinated by Farmers)
Company Overview