Customer Care Representative - Advantage (Fully Remote)

About the role

This position is a critical part of Farmers Insurance and supports our customers and agents. You will be the first point of contact for our customers, supporting inquiries and insurance policy needs.

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.
• Recognize opportunities for process improvement and make 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.

Requirements

• 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 sometime in 2026.
• Paid Training = training materials & exam itself given 2 attempts to pass the exam (coordinated by Farmers).
• Minimum of 1-3 years customer service experience. 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.

Qualifications

• None specified

Skills

• Exceptional customer service skills.
• Proactive problem-solving abilities.
• Ability to work independently and manage multiple tasks.
• Strong communication and interpersonal skills.
• Intermediate computer skills with ability to navigate multiple systems simultaneously.
• Experience with Microsoft Office suite of tools.

Benefits

• Competitive salary commensurate with experience, qualifications and location.
• Bonus Opportunity (based on Company and Individual Performance).
• 401(k) Plan.
• Medical, Dental, Vision Health Plans.
• Health Savings and Flexible Spending Accounts.
• Life Insurance.
• Paid Time Off.
• Paid Parental Leave.
• Tuition Assistance.

Pay

$22.89/hour or $24.35/hour based solely on geographical location.

Schedule

Monday-Friday 9:30am - 6:00pm CST (during training) and Normal Business Hours: Monday-Friday 8:00am - 8:00pm CST (after training).

Workplace

Remote (US - TX, US - FL, US - IA, US - IN, US - KS, US - LA, US - MO, US - MS, US - ND, US - NE, US - OH, US - OK, US - SC, US - SD, US - VA, US - VT, US - WV)