Customer Care Representative - Advantage
About The Position
We are Farmers – where ambition meets opportunity. At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do. Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let’s build something incredible together! Workplace: Remote ( #LI-Remote )Job SummaryIf 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.
Requirements
- Minimum of 1-3 years customer service.
- High School Diploma or equivalent required.
- 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.
- 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.
Nice To Haves
- 1 year of experience in call center environment, insurance, sales 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.
- Call center/agency experience
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
- Assists internal and external customers with moderately complex issues related to insurance matters.
- Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements.
- Communicates with customers via multiple channels while navigating multiple systems and platforms
- Receives and responds to inquiries related to insurance matters.
- Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
- Evaluates and interprets policy information within prescribed authority limits.
- Accesses account information and communicates while working in multiple systems.
- Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
- Documents customer interactions and outcomes thoroughly in system.
- Escalates unresolved issues requiring advanced support for further resolution.
- Builds knowledge and acumen through self-directed learning.
- Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Helps maintain department knowledge resources to keep them current.
- Performs other duties as assigned.
- Actively listens to customer concerns to identify trends or patterns.
- Recognizes opportunities for process improvement and makes recommendations to leadership.
- Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
- May work with external vendors to further address customer needs.
- Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.
Benefits
- Farmers offers a competitive salary commensurate with experience, qualifications and location
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
