Experienced Customer Service Representative

Job Description

Position Overview

We are seeking a dependable, friendly, and detail-oriented Insurance Customer Service Representative to join our Farmers Insurance agency team.

In this role, you will assist existing customers with their insurance policies, answer coverage and billing questions, process policy changes, and help ensure every customer receives prompt and professional service. This is a standard insurance customer service position that requires strong communication, organization, follow-through, and problem-solving skills.

• Paid Time Off (PTO)
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities

• Provide friendly and professional service by phone, email, text, and in person
• Answer customer questions regarding policies, coverages, billing, payments, and claims
• Process policy changes, endorsements, cancellations, reinstatements, and other service requests
• Add or remove vehicles, drivers, properties, and coverages
• Prepare insurance identification cards, evidence of insurance, binders, and certificates
• Assist customers with billing questions and payment-related issues
• Help customers report claims and explain the general claims process
• Follow up with customers, underwriters, claims representatives, mortgage companies, lenders, and other third parties
• Review policies for accuracy and identify missing or outdated information
• Assist with policy renewals and proactively contact customers when action is needed
• Help prevent cancellations and improve customer retention
• Identify coverage gaps and cross-selling opportunities
• Refer customers to licensed sales team members when additional coverage or a new policy may be needed
• Complete routine insurance quotes and policy reviews when appropriate
• Maintain accurate customer information, notes, documents, and follow-up tasks within agency systems
• Return calls, emails, and service requests promptly
• Support the sales team with policy issuance and post-sale service
• Maintain customer confidentiality and follow agency and carrier procedures
• Assist with general office and administrative duties as needed

• Previous insurance or customer service experience required
• Active Property and Casualty insurance license required
• Candidates who are not currently licensed must be willing and able to obtain the required license
• Strong verbal and written communication skills
• Friendly, patient, and professional when working with customers
• Excellent attention to detail and organizational skills
• Ability to manage multiple requests and priorities
• Strong problem-solving and follow-up skills
• Comfortable using computers, email, phone systems, and customer management software
• Ability to work independently and as part of a team
• Dependable, punctual, and willing to take ownership of assigned responsibilities