Customer Care Representative

Farmers Insurance; United States; Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive benefits

Paid training

Remote work

Job summary

Farmers Insurance is seeking a motivated Customer Service Specialist for a fully remote role. You will be the first point of contact for customers and agents, handling inquiries about coverage, billing and policy details while upholding compliance.

Training is paid and delivered through the University of Farmers, with logins set up and onboarding support. You'll work with multiple teams and systems, operating Monday–Friday CST during and after training.

Qualifications

• Experience in customer support or call center roles.
• Ability to handle inquiries about coverage, billing and policy details.
• Strong communication and problem-solving skills.

Responsibilities

• Deliver exceptional customer service across phone, chat and email.
• Assist customers and agents with policy questions and billing issues.
• Navigate multiple systems to document interactions and resolve moderately complex cases.
• Escalate unresolved issues to appropriate teams as needed.
• Maintain up-to-date knowledge of underwriting and policy guidelines.

Skills

Customer service

Multichannel support

Communication

Problem solving

Tools

CRM systems

Policy systems

Job description

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.

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.

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.
• You will need to provide a quiet, distraction-free environment and high-speed internet.

The Details

• Start Date: Tuesday, January 12, 2027
• Location: This position will be FULLY REMOTE
• You will need to provide a quiet, distraction-free environment and high-speed internet.
• Training Schedule:
  • Your first week with Farmers (January 12th - January 15th) will New Employee Orientation.
  • During this time you will work with our training team to ensure all log ins are up and running, systems are active, you will enroll in benefits, etc. All the "getting ready for the job" stuff.
  • 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.
• Working Hours During Training and After Training: Monday-Friday 9:30am - 6:00pm CST
• Normal Business Hours: Monday-Friday 8:00am-9:00pm Local Time. Applicants must be able to work any schedule