Job Details

In This Role You WillDeliver 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.Day to DayAlthough this position is fully remote, it operates within a highly structured environment that requires you to be fully present and engaged, with designated start and end times, scheduled lunch and break periods.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 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.Experience RequirementsMinimum 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: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 DetailsUnlicensed Start Date: Tuesday May 19thLicensed Start Date: Tuesday June 16thLocation: Remote. You will need to provide a quiet, distraction‑free environment and high‑speed internet.Training & Work HoursEST: Monday‑Friday 10:30am to 7:00pmCST: Monday‑Friday 9:30am to 6:00pmMST: Monday‑Friday 8:30am to 5:00pmPST: Monday‑Friday 7:30am to 4:00pmNormal Business HoursEST: Monday‑Friday 7:45am to 9:15pm & Saturday‑Sunday 8:45am to 9:15pmCST: Monday‑Friday 6:45am to 8:15pm & Saturday‑Sunday 7:45am to 8:15pmMST: Monday‑Friday 5:45am to 7:15pm & Saturday‑Sunday 6:45am to 7:15pmPST: Monday‑Friday 4:45am to 6:15pm & Saturday‑Sunday 5:45am to 6:15pmCompensationPay can range from $22.89–$24.35/hour based on location.Annual performance‑based bonus potential up to 10%. Interested in earning more? We are a performance‑based company where you could potentially earn 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 RequirementsHigh School Diploma or equivalent required.Producer/Agent Property and Casualty license required for this role. The licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.Adjuster, Personal Lines and Life And Health licenses do not meet the preferred licensing requirement.Physical EnvironmentThis role, whether performed virtually or in an office setting, operates in an open office working environment which 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 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.BenefitsCompetitive salary commensurate with experience, qualifications and location.HI/IL/MN/VT Only: $21.45 – $35.70DC/NJ/NY/OH Only: $21.45 – $38.61Albany County, NY/Cleveland, OH: $22.82 – $33.48Bonus Opportunity (based on Company and Individual Performance)401(k)MedicalDentalVisionHealth Savings and Flexible Spending AccountsLife InsurancePaid Time OffPaid Parental LeaveTuition AssistanceJob LocationsUS – FL, US – IA, US – ID, US – KS, US – LA, US – MI, US – MO, US – MS, US – MT, US – ND, US – NE, US – OH, US – OK, US – OR, US – SC, US – SD, US – TX, US – UT, US – VT, US – WV, US – WYApplication DeadlineWe typically close open positions within 8 to 21 days after posting. Applicants are encouraged to submit their application promptly.Equal Opportunity EmployerFarmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.#J-18808-Ljbffr