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Customer Care Representative – Farmers Insurance

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Workplace: Michigan – Remote, Ohio – Remote ( #LI-Remote )

Job Summary

  • Start date: Tuesday, January 30th, 2024 
  • Pay: $16.70-19.50/hr, based on experience and location
  • Training hours: Monday-Friday 10:30am-7pm ET
    • Following training, you will be assigned a consistent 8 hour shift during the department hours of Monday-Friday 8:00am-9:00pm ET, Saturday 9:00am-5:30pm ET 

Essential Job Functions

  • 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.
  • 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 others.
  • 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.

Experience Requirements

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

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.