Customer Care Representative – Farmers Service Operations

This is a fully remote position, open to applicants in Florida, +17 more states.

📋 Description

• Provide outstanding customer service while actively finding solutions that comply with legal and regulatory standards.

• Engage with customers and agents through phone calls, chats, and emails.

• Handle inquiries related to insurance issues.

• Address moderately complex concerns regarding policy terms and conditions.

• Assess and analyze policy information within designated authority limits.

• Access account details while navigating various systems.

• Offer suitable recommendations or decisions based on account data, product knowledge, and compliance obligations.

• Thoroughly document customer interactions and outcomes in the system.

• Elevate unresolved issues that require advanced support.

• Enhance knowledge through self-guided learning initiatives.

• Remain updated on underwriting practices, policy guidelines, compliance, and legal standards.

• Maintain departmental knowledge resources.

• Recognize trends and patterns in customer concerns.

• Suggest process enhancements to management.

• Collaborate with Policy Support, Claims, and Underwriting teams.

• Work with external vendors as necessary to fulfill customer needs.

• Comply with assigned schedules and time-off request protocols.

⛳️ Requirements

• At least 1–3 years of experience in customer service.

• Preferred: 1 year of experience in a call center setting or a related field.

• Experience in providing customer support in a fast-paced, complex environment is preferred.

• Intermediate computer proficiency and ability to operate multiple systems at once.

• Capability to troubleshoot basic headset, internet, and connectivity problems.

• Experience with the Microsoft Office suite is preferred.

• High School Diploma or equivalent is required.

• A Property and Casualty license is mandatory for this position; Farmers assists unlicensed hires in obtaining it.

• Ability to adhere to assigned work schedules.

• A quiet, distraction-free workspace with high-speed internet access.

• Capability to sit or stand for prolonged periods, potentially for an entire work shift.

• Ability to continuously operate a computer for extended durations.

• Physical dexterity to repetitively use a keyboard and office equipment.

• Ability to listen, interpret, and differentiate between auditory information.

• Capability to visually verify, read, and locate information.

• Ability to occasionally lift and carry objects weighing between 0–10 pounds.

🏝️ Benefits

• Competitive salary.

• Annual performance-based bonus potential of up to 10%.

• 401(k) Plan.

• Generous Paid Time Off (PTO).

• Tuition Reimbursement.

• Paid Training.

• Medical, Dental, and Vision coverage.

• Health Savings and Flexible Spending Accounts.

• Life Insurance.

• Paid Parental Leave.

• Tuition Assistance.

• Virtual work arrangement.

• University of Farmers training.

• Peer mentoring and coaching during training.