Customer Care Representative (Hybrid Caledonia, MI)

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 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.

• 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.

• Start Date (for non-licensed):Tuesday September 8th (LOB-Farmers Service Operations)
• Start Date (for licensed): Tuesday October 6th(LOB-Farmers Service Operations)
• Location: 5665 North Kraft Lake Drive Caledonia MI 49316
  • You must be located within 50 miles of this location.
• Training Schedule:
  • Your first week with Farmers will be fully remote Tuesday-Friday 10:30am-7:00pm EST.
    • 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:Monday-Friday 10:30am-7:00pm EST
  • Class Training will last approximately 12 weeks through our award-winning University of Farmers.
    • Throughout this paid training youll 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.
    • Beginning your 2nd week of training you will be in office Mondays through Thursdays and training virtually on Fridays.
• Work Schedule (After Training):
  • Hours after training will typically remain the same as your training hours.
  • One class training ends you will continue working Hybrid.
    • During this time you will work 3 days in office and 2 days virtually from home.
  • This position has the potential to transition to a virtual arrangement typically after approximatley 6 months. However this timeline may vary depending on individual performance and business needs.
    • You will need to provide a quiet distraction free environmeny and high-speed internet.
• Normal Business Hours: Monday-Friday 7:45am to 9:15pm Saturday & Sunday 8:45am to 9:15pm EST

• Pay is$22.89/hourbased 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 youll 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.

• 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.

• 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.
  • Paid Training training materials & exam itself
  • Given 2 attempts to pass the exam (coorindated by Farmers)