Customer Care Representative (Hybrid - Caledonia, MI)

Farmers Insurance Careers•East Grand Rapids, MI

8d•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 supporting customers and agents by serving as the first point of contact for inquiries regarding insurance policies, coverage, rates, billing, and general policy reviews. The position includes 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, navigating multiple systems, and resolving moderately complex insurance-related issues. The role also involves evaluating policy information, accessing account details, documenting interactions, escalating unresolved issues, and staying informed about guidelines and updates. Additionally, representatives are expected to identify trends, recommend process improvements, and collaborate with various departments. A tightly regulated schedule must be adhered to, including procedures for requesting time off.

Requirements

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.
High School Diploma or equivalent required.
Must be located within 50 miles of 5665 North Kraft Lake Drive, Caledonia, MI 49316.

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.
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.

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.