Customer Care Representative (Hybrid - Kansas City, KS)

The Position

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 Farmers. 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. 

The Day-to-Day

• 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.
• Possess 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.

The Details

• Start Date (for licensed): Tuesday, August 4th (LOB-Farmers Service Operations)
• Location: 10200 Abilities Way, Kansas City, KS
• You must be located within 50 miles of this location.
• Training Schedule:
  • Your first week with Farmers will be fully remote, Tuesday-Friday 9:30am-6:00pm CST.
  • 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 9:30am-6:00pm CST.
  • Class Training will last approximately 8-10 weeks through our award-winning University of Farmers.
  • Throughout this paid training, you'll 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):
  • Our shifts can be non-traditional and include early mornings, nights, and holidays so we can best support our customers. The current schedule is Monday- Friday 9:30am-6:00pm CST . Following training, schedules will be assigned based on business needs. Flexibility is required, as all shifts may fall anywhere within the department operating hours.
  • 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 8:15pm & Saturday-Sunday 7:45am to 8:15pm CST.

Compensation

• Pay is $24.35/hour based 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, you’ll 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.

Education Requirements

• High School Diploma or equivalent required.
• Other: Producer/Agent Property and Casualty license will be required for this role. The license must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Experience Requirements

• 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.

Physical Actions

• None specified.

Benefits

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

Job Location(s)

• US - KS - Kansas City
• US - KS - Lawrence
• US - KS - Lenexa
• US - KS - Olathe
• US - KS - Overland Park
• US - KS - Shawnee
• US - MO - Independence
• US - MO - Kansas City
• US - MO - Lee's Summit

Anticipated application deadline

At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.