Customer Care Representative (Specialty Service)

Farmers Insurance; Michigan; Hybrid; USD 32,000 - 33,000; Full time

Benefits offered by this job

401(k)

Medical

Dental

Vision

Paid Training

Tuition Assistance

Paid Time Off

Job summary

Farmers Insurance seeks a Customer Care Representative to be the first point of contact for customers, answering questions about coverage, billing, and policy details. The role begins with paid training at the University of Farmers to help you succeed.

You will provide exceptional service across phone, chat, and email, work with multiple departments, and adhere to compliance and regulatory standards. This is a hybrid remote position with training and ongoing development and access to Farmers'

Qualifications

• Minimum 1-3 years customer service.
• 1 year of call center experience preferred.
• Experience in high-volume, complex environment preferred.
• Strong technical aptitude: navigate multiple systems; troubleshoot headset/internet; MS Office preferred.
• High School Diploma or equivalent required.
• Property and Casualty license will be required in the future; Farmers will help you obtain it.
• Paid training is provided through University of Farmers.

Responsibilities

• 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.
• Receive and respond to inquiries related to insurance matters; resolve moderately complex issues regarding policy provisions and conditions.
• Access account information and provide recommendations while using multiple systems; document interactions thoroughly.
• Escalate unresolved issues requiring advanced support for resolution.
• Build knowledge through self-directed learning and stay informed about underwriting and policy guidelines.
• Collaborate with Policy Support, Claims and Underwriting to respond to customer inquiries.

Skills

Customer service

Call center experience

Technical aptitude

Microsoft Office

Education

High School Diploma or equivalent

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.

Workplace: Remote ()

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

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: Tuesday, October 20th (LOB-Specialty Service)
• Location: Virtual
• Training Schedule:
  • Your first week with Farmers will be
    • EST: Tuesday-Friday 10:30am-7:00pm
    • 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.
  • Working hours during training and after training:
    • EST: Monday-Friday 11:30am-8:00pm
  • Class Training will last approximately 12-15 weeks 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.
    • You will need to provide a quiet, distraction free environment and high-speed internet.
• Normal Business Hours:
  • Monday-Friday 8:00am-8:00pm local time in all time zones

Compensation

• Pay ranges between $22.89-$24.35/hour and is 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 in the future. 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)

This role is performed virtually and 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.
• CA Only: $22.82 - $38.61
• CO & ME: $21.45 - $33.48
• HI/IL/MN/VT Only: $21.45 - $35.70
• MA Only: $21.45 - $35.70
• o MD & VA: $21.45 - $35.70
• DC/NJ/NY/OH Only: $21.45 - $38.61
• Albany County, NY/Cleveland, OH: $22.82 - $33.48
• WA Only: $21.45 - $40.56
• 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
• For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer

Job Location(s): US - FL, US - IA, US - KS, US - LA, US - MI, US - MO, US - MT, US - ND, US - NE, US - OH, US - OK, US - OR

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.