Farmers Insurance is hiring a Customer Care Representative

Farmers Insurance is hiring a Customer Care Representative to be the first point of contact for our customers and agents. In this remote role, you will deliver exceptional service by supporting inquiries related to insurance policies, answering questions about coverage, rates, and billing, and conducting general policy reviews.

What You'll Do

• 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.
• Receive and respond to inquiries related to insurance matters, interacting with customers and agents to resolve moderately complex issues.
• Evaluate and interpret policy information within prescribed authority limits.
• Access account information across multiple systems, using deep product knowledge to make appropriate recommendations.
• Document customer interactions and outcomes thoroughly in the system.
• Escalate unresolved issues requiring advanced support for further resolution.
• Build knowledge through self-directed learning, staying informed on policy guidelines, compliance, and legal updates.
• Help maintain department knowledge resources to keep them current.
• Actively listen to identify trends, recognize opportunities for process improvement, and make recommendations.
• Partner with departments like Policy Support, Claims, and Underwriting, and may work with external vendors.
• Adhere to an assigned, tightly regulated schedule and follow procedures for requesting time off.

What We're Looking For

• High School Diploma or equivalent.
• A non-expired and current Personal Lines or Property and Casualty license.
• Minimum of 1-3 years of customer service experience.
• Strong technical aptitude and intermediate computer skills.
• Ability to navigate multiple systems simultaneously.
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Nice to Have

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

Benefits & Compensation

• Compensation: $22.31-$23.74/hour (Pay can range based on location).
• 401(K) Plan.
• Generous PTO.
• Tuition Reimbursement.
• Paid Training.
• Annual performance-based bonus potential up to 10%.

Work Mode

This is a fully remote position.

Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce.