Customer Care Representative - Specialty Services (Hybrid - Phoenix)

Summary: Farmers Insurance is dedicated to delivering peace of mind to customers through comprehensive advice and protection. The Customer Care Representative will serve as the first point of contact for customers, addressing inquiries related to insurance coverage, rates, and billing issues while ensuring compliance with legal requirements. 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 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 Required Qualifications: - High School Diploma or equivalent required - Property and Casualty license will be required for this role. If you do not already have a license, Farmers will help you in getting the required license - Minimum of 1-3 years customer service - Strong technical aptitude: Intermediate computer skills with ability to navigate multiple systems simultaneously - Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity - Ability to continuously 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 Preferred Qualifications: - 1 year of experience in call center environment or related field preferred - Experience providing customer support within a high-volume, complex environment preferred - Experience with Microsoft Office suite of tools preferred Required Skills: Customer service, Property, Casualty license Important Skills: Technical aptitude, Microsoft Office Nice-to-Have Skills: Communication skills, Problem-solving, Active listening Benefits: 401(K) Plan, Generous PTO, Tuition Reimbursement, Paid Training, Medical, Dental, Vision, Health Savings and Flexible Spending Accounts, Life Insurance