Customer Care Representative (Specialty Service)

Farmers Insurance•Springfield, IN

2d•$23 - $24•Remote

About The Position

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. Farmers offers paid training with their 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. You will communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.

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.
Property and Casualty license will be required for this role. If you do not already have a license, 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)
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.

Nice To Haves

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.

Responsibilities

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.