[Remote] Bristol West - Customer Care Rep - Remote
Note: The job is a remote job and is open to candidates in USA. Farmers Insurance is dedicated to providing peace of mind to customers through protection and comprehensive advice. The Customer Care Representative plays a critical role by being the first point of contact for customers, addressing inquiries and insurance policy needs while delivering exceptional service.
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
- 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
- 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
- High School Diploma or equivalent required
- Producer/Agent license with a Property and Casualty line of authority will be required for this role
- 1 year of experience in call center environment, insurance 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