Customer Care Representative Advantage Hybrid Phoenix AZ

Customer Care Representative Advantage Hybrid Phoenix AZ

33127

We are Farmers – where ambition meets opportunity.

At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team.

We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

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.

We care about your professional development at Farmers, so we offer paid training with our renowned University of Farmers before you start serving customers, so you can succeed in this role!

In this role you will:

• 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.

• Start Date:
  
  Tuesday, April 7th
• Location:
  
  24000 North Farmers Way, Phoenix, AZ 85085
  • You must be located within 50 miles of this location.
• Training
  
  Schedule:
  • Your first week with Farmers (April 7th - April 10th) will be fully remote.
    • 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 7:30am-4:00pm PST
  • 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.
    • Your first day in office for training will be Monday,…