Customer Care Rep - Remote

Farmers Insurance Careers

5d•$21 - $41•Remote

About The Position

We are Farmers! We are… more than just your favorite commercials.  At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers. Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture!  To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok. Workplace: Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.The PositionIf 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 Although this position is fully remote, it operates within a highly structured environment that requires you be fully present and engaged. This includes designated start and end times, scheduled lunch and break periods. 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.

Requirements

Minimum of 1-3 years customer service.
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.
Producer/Agent license with a Property and Casualty line of authority will be required for this role.

Nice To Haves

1 year of experience in call center environment, insurance or related field preferred.
Experience providing customer support within a high-volume, complex environment preferred.
Experience with Microsoft Office suite of tools preferred.

Responsibilities

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.
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.