Customer Care Supervisor

Farmers Insurance; Kansas City (MO); Hybrid; USD 50,000 - 80,000; Full time

Job summary

Farmers Insurance is seeking a Customer Care Supervisor in Kansas City who will oversee team operations to ensure high customer satisfaction and effective resolution of inquiries. The role involves mentoring team members and developing strategies to improve performance in a dynamic and hybrid work environment.

Benefits

Bonus Opportunity

401(k)

Medical, Dental, Vision

Paid Time Off

Tuition Assistance

Qualifications

• Experience in a senior service support role required.
• Advanced understanding of contact center processes.
• Related experience in a supervisory role preferred.

Responsibilities

• Supervises team members to enhance customer experience.
• Implements performance improvement plans.
• Monitors team performance against company guidelines.

Skills

Communication

Leadership

Teamwork

Innovation

Problem Solving

Education

High School Diploma or equivalent required

Bachelor's degree preferred

Job description

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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.

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 out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.

Workplace: Hybrid ( ), 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.

Job Summary

Supervises assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries. Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested.

Essential Job Functions

Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines. Creates and implements plans to constantly improve team performance and develop individual team member skill sets. Accountable for ensuring team members meet individual and team performance goals. Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director. Interacts with and responds to customer inquiries as requested. Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects). Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements. Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge. Understands, supports, and advocates organization’s overall strategy. Models, promotes and advocates Farmers core values. Performs other duties as assigned.

Core Competencies

Business Results – sets the standard for individual performance, metrics and goals while contributing to the overall success of the department.

Innovation – identifies, suggests and contributes to innovative process changes to support business practices and organizational strategy.

Communication- adapts communication style to audience. Uses communication to clarify, persuade and influence audience.

Job Knowledge- advanced understanding of contact center processes and customer needs.

Team Work- seeks and accepts feedback to/from others to reach full potential and achieve company goals. Looks for opportunities to improve individual and company performance by identifying and implementing best practices.

Leadership- Pursues informal and formal opportunities to inspire, develop and mentor other employees.

Physical Actions

This role, whether performed virtually or in an office setting, 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.

Education Requirements

Experience Requirements

High School Diploma or equivalent required. Bachelor's degree preferred.

Benefits

Related experience in a senior service support role required.

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
• 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 - AZ - Phoenix, US - KS - Kansas City, US - KS - Olathe, US - KS - Overland Park, US - MI - Caledonia, US - MI - Grand Rapids, US - MO - Kansas City, US - TX - Dallas

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.

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Distribution

• Industries

  Financial Services, Insurance, and Consumer Services

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