Summary
Location
United States
Type
full-time
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About this role
We are Farmers!
We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.
Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture! To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.
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 (for non-licensed): Tuesday, February 17th
- Start Date (for licensed): Tuesday, March 17th
- Location: This position will be FULLY REMOTE.
- You must be located in a Mountain or Pacific Time Zone
- You will need to provide a quiet, distraction-free environment and high-speed internet.
- Training:
- Training will last approximately 2-3 months through our award-winning University of Farmers.
- 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.
- First week will be Tuesday-Friday 8:30am - 5:00pm MST
- Remainder of training and post training will be: Monday-Friday 9:30am - 6:00pm MST
- Department hours: Monday-Friday 6:00am - 6:00pm MST
Compensation
- Pay is $22.31/hour or $23.74/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.
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.
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.
- Paid Training = training materials & exam itself
- Given 2 attempts to pass the exam (coordinated by Farmers)
Physical Actions
Benefits
- Farmers offers a competitive salary commensurate with experience, qualifications and location.
o CO Only: $21.45 - $33.48
o WA Only: $21.45 - $40.56 - Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer
Job Location(s): R_US - United States
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.
Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.
Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email: [email protected]
Other facts
About Farmers Insurance Careers
The companies comprising the Farmers Insurance Group of Companies® currently make up one of the country's largest insurers of vehicles, homes and small businesses, and provide a wide range of other specialty insurance and financial services products.
In business since 1928, today at Farmers® we proudly serve millions of households across all 50 states through an extensive network of exclusive and independent agents and approximately 18,000 employees. Our experience provides a rich history and legacy of service and strong customer relationships, while our focus on smart innovation, technology and entrepreneurship helps us to stay creative, to continually improve our product offerings and to drive the evolution of the insurance industry.
Every interaction with our customers is a chance to stand out through personalized service and make a meaningful difference in their lives. We take pride in empowering individuals and businesses to become smarter and better prepared to protect what matters most.
Giving back is also a core part of who we are. Our culture is rooted in volunteerism and a shared commitment to strengthening the communities where we live and work.
At Farmers, we truly value your experience as a candidate, and part of that is helping you stay informed and protected. Please keep in mind that any email from a legitimate corporate Farmers Insurance employee will always come from an email address ending in @farmersinsurance.com, @bristolwest.com, or @foremost.com.
If you see a message from a different domain, even one that looks close, it's best to treat it with caution. Knowing this helps ensure your communication with us stays safe, secure, and authentic.
And if you are ever suspicious of an email and want to verify the legitimacy, please feel free to send an email to [email protected]
What you'll do
- The Customer Care Representative will be the first point of contact for customers, addressing inquiries related to insurance policies, coverage, and billing issues. They will deliver exceptional customer service while navigating multiple systems and ensuring compliance with legal requirements.
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