Customer Care Representative (Farmers Service Operations) MST/PST

Farmers Group Inc.; Colorado; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player seeks a Customer Care Representative to join their dynamic team. In this fully remote role, you'll be the first point of contact for customers, addressing inquiries and providing solutions related to insurance policies. With a strong focus on professional development, you'll receive comprehensive training through a renowned program. This role offers competitive pay, a performance-based bonus, and a suite of benefits designed to support your well-being and career growth. If you're passionate about helping others and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

401(K) Plan

Generous PTO

Tuition Reimbursement

Paid Training

Medical Insurance

Vision Insurance

Health Savings Accounts

Flexible Spending Accounts

Qualifications

• 1-3 years of customer service experience required.
• Property and Casualty license needed for this role.

Responsibilities

• Deliver exceptional customer service and resolve inquiries.
• Communicate with customers via phone, chat, and email.

Skills

Customer Service

Problem Solving

Technical Aptitude

Communication

Education

High School Diploma

Property and Casualty License

Tools

Microsoft Office Suite

Job description

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Customer Care Representative (Farmers Service Operations) MST/PST

28970

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 a diverse 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 outwww.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 via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• Resolve customer issues during the first interaction to achieve First Call Resolution (FCR).

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:Tuesday, June 17, 2025 ororTuesday, July 15, 2025(for verified PL P&C licensed hires)
• Location:Thisposition will beFULLY REMOTE.You will need to provide a quiet, distraction-free environment and high-speed internet.
  • You must be located in one of the followings states: Arizona, Colorado, Idaho, Montana, New Mexico, Oregon, Utah,or Wyoming.
• Training:Monday - Friday, 8:00 AM - 4:30 PM MST / 7:00 AM - 3:30 PM PST
  • Training will last approximately 8-10 weeksthrough 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.

Compensation

• Pay is$22.31/houror$23.74/hourbased on Geographic 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.

Education Requirements

• High School Diploma or equivalent required.
• Other: Property and Casualty license willbe required for this role.
  • Licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

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.
  • Customer Retention experience 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.

Physical Actions & Environment

This role, whether performed virtually or in an office setting, operates in an open office working environment which 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 (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to 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.

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
  o CO Only: $22.31 - $32.63
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Vision
• Health Savings and Flexible Spending Accounts

Job Location(s): US - CO, US - AZ, US - ID, US - MT, US - NM, US - OR, US - UT, US - WY

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.

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.