Customer Care Supervisor

Farmers Insurance Careers•East Grand Rapids, MI

8d•Hybrid

About The Position

We are Farmers – where ambition meets opportunity.At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let’s build something incredible together!Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote )Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.Job SummaryDo you thrive on building meaningful connections and delivering exceptional customer experiences? Are you a natural leader who inspires teams to exceed expectations? If so, this opportunity is calling your name. Join us and lead a high-performing team where your passion for service and leadership truly makes a difference. This role sits within the Service Operations line of business and is not aligned to a specific brand. Inviduals will be aligned to a specific brand within Service Operations at a later date post hiring. Supervises assigned team of representatives to deliver pristine customer experiences through timely inquiry resolution. Deliver real-time, individualized coaching to improve representative and team performance in support of company goals. Focuses on risk acceptability guidelines and favorable profitable business results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested. Hours of Operation: This role will work non-standard hours, which includes nights and weekends.Licensing:This role will require P&C licensing post hire if the individual does not possess the license.Hybrid/Remote:If an individual is located within 50 miles of a hub location, they will be required to work a hybrid schedule.Applicants beyond fifty (50) miles may still be considered.

Requirements

High School Diploma or equivalent required.
Experience working as a Supervisor within a P&C Insurance Call Center highly preferred.
Ability to work under pressure in a fast-paced and complex environment.
Related experience in a senior service support role required.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
Accountable for ensuring team members meet individual and team performance goals.
Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
Interacts with and responds to customer inquiries as requested.
Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements.
Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge.
Understands, supports, and advocates organization’s overall strategy.
Models, promotes and advocates Farmers core values.
Performs other duties as assigned.

Benefits

Farmers offers a competitive salary commensurate with experience, qualifications and location.
Bonus Opportunity (based on Company and Individual Performance)
401(k)
Medical
Dental
Vision
Health Savings and Flexible Spending Accounts
Life Insurance
Paid Time Off
Paid Parental Leave
Tuition Assistance