Customer Care Representative – FSO, FWS

This is a fully remote position, open to applicants in Arizona, +26 more states.

📋 Description

• Provide outstanding customer service while actively finding solutions within compliance and legal frameworks.

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

• Address and respond to inquiries related to insurance.

• Resolve moderately complex issues concerning policy terms and conditions.

• Assess and interpret policy details within established authority limits.

• Access account information across various systems and platforms.

• Utilize product knowledge alongside compliance and legal requirements to make informed recommendations or decisions.

• Thoroughly document customer interactions and their outcomes.

• Escalate unresolved matters for further assistance.

• Stay updated on underwriting, policy guidelines, compliance, and legal changes.

• Assist in maintaining current departmental knowledge resources.

• Identify trends in customer concerns and propose process enhancements.

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

• Engage with external vendors as needed to fulfill customer requirements.

• Provide support for policy servicing related to billing questions, quotes, policy modifications, cancellations, vehicle updates, and insurance offerings.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A Property and Casualty license is necessary for this position; Farmers will assist in obtaining it during training if required.

• A minimum of 1-3 years of experience in customer service.

• Preferred: At least 1 year of experience in a call center environment or a related field.

• Preferred: Experience in providing customer support within a high-volume, complex setting.

• Intermediate computer proficiency with the ability to navigate multiple systems at once.

• Capability to troubleshoot basic issues with headsets, internet, and connectivity.

• Preferred: Familiarity with the Microsoft Office suite of tools.

• A quiet, distraction-free remote work environment and high-speed internet connection are required.

• Ability to adhere to a tightly regulated work schedule.

• Capability to sit or stand for prolonged periods, up to a full work shift.

• Ability to continuously use a computer for extended durations.

• Physical dexterity to repetitively use hands, arms, and shoulders to operate a keyboard and office equipment.

🏝️ Benefits

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

• 401(k) Plan.

• Generous Paid Time Off (PTO).

• Tuition Reimbursement.

• Paid Training.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Health Savings and Flexible Spending Accounts.

• Life Insurance.

• Paid Time Off.

• Paid Parental Leave.

• Tuition Assistance.

• Instructor-led skills training, peer mentoring, and coaching.

• Farmers covers the costs for Property and Casualty license training materials and exam attempts.