Job Description

We are Farmers!

We are… more than just your favorite commercials. We are a passionate, award winning, equal opportunity employer, committed to the strength of a diverse 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! We are Farmers!

Do you thrive in a high-volume, fast-paced environment? Do you enjoy the challenge of a position where no two days are alike? We are looking for positive, high-energy professionals who are not just looking for a job, but a meaningful career!

At Farmers, our ambition is to be the leader in delivering peace of mind, innovating for customers whenever and wherever they need us. That means having people like you who can help us evolve to meet changing customer and business needs. Continuous development is critical to our success at Farmers; that means being curious, continually innovating, being open to new opportunities and embracing change. As the needs of our business and customers change, and you acquire needed experience, you may have opportunities to use your knowledge and skills in a different role. As you take on these new challenges, Farmers is committed to providing you with the necessary training and support along your career journey.

Workplace: On-site ( #LI-Onsite ), Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote )

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.

Job Details

This is a licensed role and obtaining/maintaining a Personal Lines Property & Casualty (P&C) License is part of the training and a requirement for the role. This role also requires communication with internal and external customers about intermediate underwriting guidelines, policies and marketing initiatives to service customer accounts. Utilizes competencies and skills to provide a positive customer experience.

Location

This position is Remote. Must live in Idaho, New Mexico, Utah or Wyoming.

Work Hours/Start Date

Start Date:  Tuesday, October 24th, 2023 for P&C Licensed

Training Schedule: Monday-Friday 8:30am - 5:00pm Mountain time. Training will last approximately 3 months. We will help you through our virtual paid training! This position will require a Personal Lines Property and Casualty license. You must pass a licensing exam within a designated number of attempts and have the ability to become licensed in all applicable states. Farmers Insurance will provide the study and training environment to assist you with the licensing exam.

Work Schedule: Hours of operation are Monday-Friday 6:00am-7:00pm AND Saturday-Sunday 7:00am-7:00pm Mountain time.

Our shifts are non-traditional and include late nights and weekends.
Flexibility with hours is required. 
A majority of our schedules are 10 hour shifts, 4 days a week, so that we can best support our customers and maintain a work-life balance. 

Salary

Pay ranges between $16.70-$19.50 an hour and is determined based on geographic location and customer service, call center and insurance experience. 

Education Requirements

Education - High School diploma or equivalent.  Four year college degree preferred.  Completion of required additional training.
Experience - Minimum 1-3 years providing consultative service support in a complex environment.
Intermediate computer skills including: Microsoft Office (Word, Excel and Outlook), and the ability to learn and navigate multiple technology platforms while interacting with customers

Job Summary

Farmers Direct Services has the pleasure of making our customers smarter about insurance! We are licensed agents and we spend time with our customers helping them understand their insurance; identify gaps in their coverage; we get to upsell; cross sell and RETAIN customers. We act as an extension of our agents beyond regular business hours to provide additional support. Some of our common transactions include:

Billing Questions / Payments
Policy Changes
Rate Changes
Discounts
Farmers.com/Mobile app Support

As a Customer Service Representative with a direct line to our customers, you will be empowered to proactively share knowledge and provide a positive customer experience. You’ll help Farmers accomplish our company mission every day.

You’ll thrive in this position if you have:

Excellent customer focus with an understanding of how to adapt to each customer while focusing on the outcome to solve their problems efficiently with low customer effort. This role is not scripted, and is has a consultative approach to help the customer.
The ability to multi-task, working proficiently while conversing on the phone, searching information, reading, typing, and quickly picking up new technology.
A preference to working in an ever-changing, fast-paced, contact center environment where you can effectively manage time and exhibit reliability and dependability in attendance.
Emotional resiliency to manage feelings and find positive aspects in most situations.

Here’s what you will accomplish as a member of our team:

Build effective communication skills to deliver insurance and eligibility information, solutions and initiatives that provide a positive customer experience to internal and external customers.
Hold expert knowledge of company products, services and strategies across multiple lines of insurance.
Use technology and learning resources to deliver efficient problem resolution.
Proactively share knowledge to reduce customer effort.

Proven competency performing Service Advocate essential job function and special skills or relevant experience.

Essential Job Functions

Analyze, clarify and resolve intermediate policy and account related questions from internal and external customers.
Reviews problems and communicates with appropriate personnel to obtain information when necessary.
Responds to customer inquiries through appropriate mediums.
Attains performance level standards as outlined in performance objectives.
Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.
Stays current with relevant product(s).
Understands and strives to support organization’s overall strategy.
Models Farmers core values:

Value the diversity and potential of every individual
Exceed our customers' expectations
Stand up for what is right

Performs other duties as assigned.

CORE COMPETENCIES

Business Results: Meets individual performance, metrics and goals.
Innovation: Identifies and suggests innovative process changes to support business practices.
Communication: Above average written and verbal communication skills.
Job Knowledge: Intermediate billing, underwriting guidelines and policy processing.
Team Work: Accepts feedback when offered to reach full potential and works well with others in addition to incorporating best practices from others.

Special Skill Requirement

Critical Thinking
Advanced conflict resolution skills
Consistently meeting or exceeding performance measurement goals

Physical Actions

Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.

Physical Environment

This 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.

Experience Requirements

Proven competency performing Service Advocate essential job function and special skills or relevant experience.