Customer Care Representative (Farmers Agency Services)

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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 a diverse 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 and be sure to follow us on Instagram, LinkedIn, and TikTok.

Workplace: 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 Summary

Consults effectively with internal and external customers relating to insurance needs, eligibility and solutions to provide a positive customer experience. Utilizes in-depth knowledge of Company products and services while working across multiple lines of insurance and within multiple technology platforms within a fast-paced, dynamic, contact center environment.

Essential Job Functions

Resolves customer and agent inquiries, solves problems related to policies. Consults effectively throughout the insurance life cycle relating to coverage, renewals, cancellations, pricing and other general service related requests. Utilizes multiple system platforms to conduct research, identify processes and review prior transactions to make sound decisions and recommendations to customers. Maintains accurate system documentation of customer interactions or transactions, details of inquiries, complaints, or comments, as well as action taken. Acts as an advocate of the business to identify new coverage opportunities, retain customers and recommend Farmers Insurance to othe rs. Identifies trends in service and escalates concerns to leadership. Refers unresolved customer issues to appropriate department for further investigation and handling. Partners with various departments including Policy Support, Claims and Underwriting in responding to or assisting to resolve customer concerns. May work with external vendors to further solve for or respond to customer needs. Builds knowledge and industry acumen through self directed learning to contribute updated content to Knowledge Management system for department use. Stays current with underwriting and policy guidelines, and other updates including Department of Insurance requirement changes. May provide peer support. Performs other duties as assigned.

Salary

Pay ranges between $21.74 - $24.66 an hour and is based on geographic location.

Pay ranges between $21.74 - $24.66 an hour and is based on geographic location.

Physical Environment

This role, whether performed virtually or in an office setting, operates in an open office working environment which will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Education Requirements

High school diploma or equivalent required. Associates degree or progress towards the completion of Bachelor's degree preferred. 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.

Experience Requirements

One or more years general working experience preferred providing consultative service support within a high volume, complex environment.

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

Job Location(s): US - TX, US - MI, US - KS, US - MO, US - NV