Customer Care Representative - FSO & FWS (Fully Remote)

Farmers Insurance•Springfield, IN

3d•$21 - $36•Remote

About The Position

Farmers is hiring a fully remote Customer Care Representative supporting either Farmers Service Operations (FSO) or Farmers Workplace Solutions (FWS). The position is a first point of contact for customers and agents, helping with insurance questions and policy needs involving coverage, rates, billing, and policy reviews. Representatives provide service for auto, home, umbrella, and workplace-sponsored insurance products through phone, chat, and email, using multiple systems in a fast-paced, high-volume contact center environment. The role requires consultative customer interactions, sound decisions within prescribed authority and compliance requirements, detailed documentation, and escalation of issues that need additional support. Farmers provides approximately 2–3 months of paid training through the University of Farmers, combining instructor-led instruction, peer mentoring, and coaching in a live environment. A Property and Casualty license is required; Farmers will help candidates obtain it during training if needed, with two attempts to pass the exam. The position is fully remote, and employees must provide a quiet, distraction-free workspace and high-speed internet. Training and post-training schedules vary by department. FSO hours are Monday–Friday, 9:30 a.m.–6:00 p.m. CST; FWS hours are Monday–Friday, 11:30 a.m.–8:00 p.m. CST. The position follows an assigned, tightly regulated schedule and established procedures for requesting time off. Pay is $22.89 or $24.35 per hour depending solely on geographic location, with annual performance-based bonus potential up to 10%.

Requirements

High school diploma or equivalent.
Minimum of 1–3 years of customer service experience.
Obtain and maintain a Property and Casualty license; Farmers will assist unlicensed hires with obtaining the required license during training.
Intermediate computer skills and ability to navigate multiple systems simultaneously.
Ability to troubleshoot basic equipment, internet, and connectivity issues.
Provide a quiet, distraction-free remote work environment and high-speed internet.
Ability to follow an assigned, tightly regulated work schedule.
Physical ability to sit or stand for extended periods, operate a computer continuously for extended periods, and repetitively use hands, arms, and shoulders to operate a keyboard and office equipment.
Ability to listen to and distinguish auditory information at normal speaking levels, read and verify information visually, and occasionally bend, reach, twist, pull, stoop, and move objects weighing 0–10 pounds.

Nice To Haves

One year of experience in a call center environment or related field.
Experience providing customer support in a high-volume, complex environment.
Experience with Microsoft Office tools.
Existing Property and Casualty license.

Responsibilities

Respond to customer and agent inquiries about insurance matters, policy provisions, conditions, coverage, rates, billing, and policy needs.
Provide customer service and seek appropriate solutions while complying with legal and regulatory requirements.
Communicate with customers and agents by phone, chat, and email while navigating multiple systems and platforms.
Evaluate and interpret policy information within prescribed authority limits, and use account information and product knowledge to make appropriate recommendations or decisions.
Document customer interactions and outcomes thoroughly in company systems.
Escalate unresolved issues requiring advanced support.
Build and maintain knowledge of products, underwriting and policy guidelines, compliance requirements, and legal updates through self-directed learning.
Help maintain current departmental knowledge resources.
Listen to customer concerns, identify trends or patterns, and recommend process improvements to leadership.
Partner with Policy Support, Claims, Underwriting, and potentially external vendors to address customer needs.
Follow assigned schedules and procedures for requesting time off.