Customer Retention Specialist

Select how often (in days) to receive an alert:

Select how often (in days) to receive an alert:

We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other.

We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture!

To learn more about our high-performance culture and open opportunities, check out  and be sure to follow us on Instagram , Linked In , and Tik Tok .

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.

• Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews.
• Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.
• Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met.
• Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support. Provides both service and sales support.
• Provides peer support through on-the-job training and knowledge sharing.
• Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS, Dayton, OH and Warwick, RI. If you are within 50 miles of one of these locations, you will work a hybrid schedule of three days in the office, two days  you are not within 50 miles of one of these locations, you may still be considered for a virtual role.

• Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.
• Receives and responds to inquiries related to insurance matters that require expert support. Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
• Explains premium changes. Quotes, sells, and generates premium.
• Analyze, clarify and resolve complex policy and account related questions from external customers.
• Accesses account information and communicates while working in multiple systems across all brands.
• Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Makes decisions about ambiguous situations. Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.
• Resolves issues requiring expert support.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.
• Advocates on behalf of the customer. Devises customer-centric solutions for complex insurance issues.
• Leads implementation of process changes. Monitors performance metrics and prepares reports.
• Builds and shares knowledge and acumen through self-directed learning.…