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Customer Care Representative (Specialty Service)
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: 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.
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, insurance 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.
The Details
Unlicensed Start Date: Tuesday March 31st
Licensed Start Date: Tuesday April 28th
Location: Remote. You will need to provide a quiet, distraction-free environment and high-speed internet.
Training & Work Hours:
- CST: Monday-Friday 10:30am to 7:00pm
- MST: Monday-Friday 9:30am to 6:00pm
- PST: Monday-Friday 8:30am to 5:00pm
Normal Business Hours:
- CST: Monday-Friday 6:45am to 7:15pm
- MST: Monday-Friday 5:45am to 6:15pm
- PST: Monday-Friday 4:45am to 5:15pm
Compensation
- Pay can range from $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.
Education Requirements
High School Diploma or equivalent required.
Other: Property and Casualty license will 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. (Note: If you are not currently licensed, Farmers will help you in getting your property and casualty license. It is a paid training; we pay for the training materials and for the exam itself.)
Physical 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 - IA, US - ID, US - KS, US - LA, US - MO, US - MS, US - MT, US - ND, US - NE, US - OK, US - OR, US - SD, US - TX, US - UT, US - WY
Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.
Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.
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