Customer Care Representative (Hybrid - Caledonia, MI)

Farmers Insurance Careers•East Grand Rapids, MI

13d•$23•Hybrid

About The Position

Farmers is seeking a Customer Care Representative who is a problem-solver and enjoys helping others. This role is crucial to Farmers Insurance, supporting customers and agents by being the first point of contact for inquiries regarding insurance policies, coverage, rates, billing, and policy reviews. The company offers paid training through the University of Farmers to ensure success in the role. Responsibilities include delivering exceptional customer service, communicating with customers and agents via multiple channels, and navigating various systems.

Requirements

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.
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.
You must be located within 50 miles of this location.

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

Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
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.