Customer Care Representative (Hybrid - Caledonia, MI)
Farmers Insurance is a company focused on delivering peace of mind and making a difference in people's lives. The Customer Care Representative will be the first point of contact for customers, supporting inquiries and insurance policy needs while delivering exceptional customer service.
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
- 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
Skills
- High School Diploma or equivalent required
- Property and Casualty license will be required for this role. If you do not already have a license, Farmers will help you in getting the required license
- Minimum of 1-3 years customer service
- 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
- Ability to continuously operate a computer for extended periods of time, up to a full work shift
- 1 year of experience in call center environment or related field preferred
- Experience providing customer support within a high-volume, complex environment preferred
- Experience with Microsoft Office suite of tools preferred
Benefits
- 401(K)
- Generous PTO
- Tuition Reimbursement
- Paid Training
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
Company Overview
Company H1B Sponsorship