Customer Care Representative (Hybrid - Phoenix, AZ)

Customer Care Representative (Hybrid - Phoenix, AZ) - Producer/Agent P&C License REQUIRED 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. Responsibilities Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements. Communicate with customers and agents 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 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. Qualifications High School Diploma or equivalent required. Property and Casualty license required for this role. If you do not already have a license, Farmers will help you obtain the required license. Paid training and up to 2 attempts to pass the exam are provided. Minimum of 1-3 years customer service experience. 1 year in a call center environment 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; ability to troubleshoot basic technical issues such as headset, internet, and connectivity; experience with Microsoft Office suite of tools preferred. Details Start Date (for licensed): Tuesday, August 4th (LOB-Farmers Service Operations) Location: 24000 N. Farmers Way, Phoenix, AZ 85085 • you must be located within 50 miles of this location. Training Schedule Your first week with Farmers will be fully remote, Tuesday-Friday 9:30am-6:00pm PST. 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. Working hours during training: Monday-Friday 9:30am-6:00pm 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. Work Schedule (After Training) Hours after training will typically remain the same as your training hours. One class training ends, you will continue working Hybrid. During this time you will work 3 days in office (Tuesday being a required day & the other 2 being flexible) and 2 days virtually from home. This position has the potential to transition to a virtual arrangement, typically after approximately 6 months. However, this timeline may vary depending on individual performance and business needs. You will need to provide a quiet, distraction free environment and high-speed internet. Normal Business Hours: TBD Compensation Pay is $24.35/hour based solely on geographical location. Annual performance‑based bonus potential up to 10%. 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 more. Benefits 401(k) Plan Medical Vision Health Savings and Flexible Spending Accounts Paid Training Tuition Reimbursement Generous PTO Physical Demands This role, whether performed virtually or in an office setting, 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. Visually verifies and reads information; listens to and interprets auditory information at normal speaking levels. Operates a computer for extended periods of time up to a full work shift. Equal Opportunity Employer 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 Farmers Group Inc.