Customer Care Representative - Bristol West

Farmers Insurance Careers

About The Position

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: Assists internal and external customers with moderately complex issues related to insurance matters. 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.
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.
High School Diploma or equivalent required.
Producer/Agent 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.

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.
Adjuster, Personal Lines and Life And Health licenses do not meet the preferred licensing requirement.
Call center/agency experience
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.

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.

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