Customer Care Representative - Advantage

Farmers Insurance

1d•$21 - $41•Remote

About The Position

The Customer Care Representative is a first point of contact for Farmers Insurance customers and agents, assisting with insurance policy questions and needs, including coverage, rates, billing issues, and general policy reviews. The role provides customer service and resolves moderately complex policy issues by interpreting policy information within established authority limits and complying with legal and regulatory requirements. Representatives communicate by phone, chat, and email while working across multiple systems, document interactions, and escalate issues that require advanced support. The position involves partnering with Policy Support, Claims, Underwriting, and potentially external vendors. Representatives build and maintain knowledge of product, underwriting, policy, compliance, and legal requirements, and identify trends and process improvements. Farmers provides approximately two to three months of paid training through the University of Farmers. The role is fully remote and requires a quiet, distraction-free work environment and high-speed internet.

Requirements

At least 1–3 years of customer service experience.
High school diploma or equivalent.
Intermediate computer skills and ability to navigate multiple systems simultaneously.
Ability to troubleshoot basic equipment issues involving a headset, internet, and connectivity.
Ability to provide a quiet, distraction-free remote work environment with high-speed internet.
Ability to adhere to an assigned schedule.

Nice To Haves

One year of experience in a call center environment or a related field.
Experience providing customer support in a high-volume, complex environment.
Experience with Microsoft Office tools.
Producer/Agent Property and Casualty license; the license may be required for the role and will be required in the future. Paid training will be provided to help obtain it.

Responsibilities

Deliver exceptional customer service and proactively seek solutions within compliance and legal requirements.
Communicate with customers through phone, chat, and email while navigating multiple systems and platforms.
Receive and respond to inquiries about insurance matters and resolve moderately complex issues concerning policy provisions and conditions.
Evaluate and interpret policy information within prescribed authority limits.
Access account information and use product knowledge and compliance requirements to make appropriate recommendations or decisions.
Document customer interactions and outcomes thoroughly in the system.
Escalate unresolved issues that require advanced support.
Build knowledge through self-directed learning and stay informed about underwriting, policy, compliance, and legal updates.
Help maintain current department knowledge resources.
Listen to customer concerns to identify trends or patterns and recommend process improvements to leadership.
Partner with Policy Support, Claims, Underwriting, and potentially external vendors to address customer inquiries and needs.
Follow the assigned regulated schedule and procedures for requesting time off.