Customer Care Representative - FSO & FWS (Fully Remote)

The Departments

Farmers Service Operations (FSO):
As a licensed insurance professional, this role supports the core Farmers book of business within a fast-paced, high-volume contact center environment. Representatives assist Farmers customers and Exclusive Agents through phone and/or chat interactions, engaging in consultative conversations to understand customer needs, answer insurance-related questions, and provide service and policy support for auto, home, and umbrella insurance products. 

Farmers Workplace Solutions (FWS):
This is a customer service position in a fast-paced, high-volume call center. You'll handle back-to-back inbound calls supporting FWS and workplace-affiliated insurance programs for a diverse range of organizations, including teachers' unions, transportation and shipping organizations, colleges, and other affinity groups. Representatives assist customers, Exclusive Agents, Independent Agents, and Direct customers, handling policy servicing activities such as billing inquiries, quotes, policy changes, cancellations, vehicle updates, and other support for auto, home, umbrella, and workplace-sponsored insurance offerings.

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 and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.

The Day-to-Day

• 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.

The Details

• Start Date: Tuesday, January 19th
• Location: This position will be FULLY REMOTE.
  • You will need to provide a quiet, distraction-free environment and high-speed internet.
• Training will last approximately 2-3 months.
  • Throughout this paid training, you'll experience a blend of instructor led skills training, peer mentoring, and coaching in a live, real-world environment designed to ease you into live work with our agents and/or customers.
• Farmers Service Operations (FSO):
  • Working Hours During Training and After Training: Monday-Friday 9:30am-6:00pm CST
  • Normal Business Hours: Monday-Friday 7:45am-8:15pm; Saturday & Sunday 8:45am-8:15pm CST
• Farmers Workplace Solutions (FWS):
  • Working Hours During Training and After Training: Monday-Friday 11:30am-8:00pm CST
  • Normal Business Hours: Monday-Friday 7:00am-8:00pm; Saturday 8:00am-4:00pm CST

Compensation

• Pay is $22.89/hour or $24.35/hour based solely on geographical 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.

Education 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 during training.
  • Paid Training = training materials & exam itself
  • Given 2 attempts to pass the exam (coorindated by Farmers)

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.

Physical Actions

This role, whether performed virtually or in an office setting, 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 (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously 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.