Customer Care Representative Farmers Workplace Solutions MT/CT

Job Description:

The Position

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.

The Day-to-Day

Although this position is fully remote, it operates within a highly structured environment that requires you be fully present and engaged. This includes designated start and end times, scheduled lunch and break periods.

• 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.

Experience Requirements

• Minimum of 1-3 years customer service.
  • 1 year of experience in call center environment or related field preferred.
  • Experience providing customer support within a high-volume, complex environment preferred.  
• 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.
  • Experience with Microsoft Office suite of tools preferred.

1 year of experience in insurance or related field preferred. Experience providing customer support within a high-volume, complex environment preferred.

Education Requirements

High School Diploma or equivalent required. Other: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

The Details

• Start Date: Tuesday September 16th
• Location: Remote. You will need to provide a quiet, distraction-free environment and high-speed internet.

First week of training will be,

• MT: Tuesday 1/2 day 8:30am to 12:30pm, Wednesday-Friday 8:30am to 5pm
• CT: Tuesday 1/2 day 9:30am to 1:30pm, Wednesday-Friday 9:30am to 6pm

Training & Work Hours,

• MT: Monday-Friday 8:30am to 5pm
• CT: Monday-Friday 9:30am to 6pm

Normal Business Hours:

• MT: Monday-Friday 6am to 7pm & Saturday 7am to 3:30pm
• CT: Monday-Friday 7am to 8pm & Saturday 8am to 4:30pm

Compensation

• Pay is $22.31-$23.74/hour based on location. 
• Annual performance-based bonus potential up to 10%. Interested in earning more? We are a performance-based company where you could potentially more based on company and individual performance goals (ask your Recruiter for details)!   
• As a Customer Care Representative, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being including: 401(K) Plan, Generous PTO, Tuition Reimbursement, Paid Training, and much more.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
  o CO Only: $22.31 - $32.63 
• 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
• For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer