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Summary:
Farmers Insurance Group, an award-winning equal opportunity employer, offers the Customer Care Representative – Farmers Service Operations (CST) role. Known for more than just commercials, Farmers delivers peace of mind through protection and advice, fostering a high-performance culture focused on results and growth. With a diverse workforce and extensive benefits, the company supports customers and communities alike.
Responsibilities:
- 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.
- 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.
Requirements:
- High School Diploma or equivalent required.
- 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.
- 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.
- 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.
- 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.
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.
