Customer Care Representative - Farmers Workplace Solution

We are Farmers – where ambition meets opportunity. At Farmers, we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability, and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience, and measure our impact on the customers who trust us.

About the Role

This 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 offer paid training with our renowned University of Farmers before you start serving customers to ensure your success in this role.

Workplace: Remote. Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Responsibilities

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• 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 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.

Schedule

Start Date: Tuesday, September 15th, 2026

Onboarding (first week - Sept. 15th - 18th):
8:30 AM – 5:00 PM MT / 7:30 AM – 4:00 PM PT

Training and Post-Training Shift:
Monday-Friday
10:30 AM – 7:00 PM MT / 9:30 AM – 6:00 PM PT
Training will be conducted in a virtual learning environment with our University of Farmers trainers. Participants are expected to keep their cameras and audio on throughout the session, wear business-casual attire, and attend all scheduled training days.

Department Operating Hours:
Monday–Friday: 6:00 AM – 7:00 PM MT / 5:00 AM – 6:00 PM PT
Saturday: 7:00 AM – 3:30 PM MT / 6:00 AM – 2:30 PM PT
Applicants must be able to work any schedule within the Department Hours listed. Shifts could include Saturdays in the future.

Requirements

• Minimum of 1-3 years of customer service experience.
• 1 year of experience in a call center environment, insurance, or related field preferred.
• Experience providing customer support within a high-volume, complex environment preferred.
• Strong technical aptitude with intermediate computer skills and 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.
• Preferred: Property & Casualty (P&C) Producer Agent License. Adjuster, Personal Lines, and Life and Health licenses do not meet the preferred licensing requirement.

Physical Requirements

• This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions.
• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information (e.g., others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information. Visually locates material, resources, and other objects.
• Ability to continuously operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Pay

Pay can range from $22.89 - $24.35/hour based on location. Annual performance-based bonus potential up to 10%. Additional earning potential based on company and individual performance goals.

Location-based pay ranges:

• CA: $22.82 - $38.61
• CO & ME: $21.45 - $33.48
• HI/IL/MN/VT: $21.45 - $35.70
• MA: $21.45 - $35.70
• MD & VA: $21.45 - $35.70
• DC/NJ/NY/OH: $21.45 - $38.61
• Albany County, NY/Cleveland, OH: $22.82 - $33.48
• WA: $21.45 - $40.56

Benefits

• 401(k) Plan
• Medical, Dental, and Vision coverage
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• Paid Training

Locations

US - AZ, US - CO, US - ID, US - MT, US - NM, US - OR, US - UT, US - WA, US - WY