Customer Care Representative - Advantage

Farmers Insurance

9d • $22 - $24 • Remote

About The Position

We are Farmers! We are… more than just your favorite commercials.  At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.    Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business - it's our culture!  To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.    Workplace: Remote ( #LI-Remote )Job Summary If 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.
• Intermediate computer skills with ability to navigate multiple systems simultaneously.
• Experience with Microsoft Office suite of tools preferred.
• Call center/agency experience

Responsibilities

• 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.
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees