Customer Care Representative Hybrid Caledonia FWS (Caledonia, MI, US, 49316) - Full-time

p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"spanstrongWe are Farmers!/strong/span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"spanWe 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. /span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"span /span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"spanFarmers is an 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! To learn more about our high-performance culture and open opportunities, check out a class="external-link" href="http://www.farmers.com/careers/corporate" target="_blank" rel="noopener"www.Farmers.com/careers/corporate/a and be sure to follow us on a href="https://www.instagram.com/thisisfarmers/"Instagram/a, a href="https://www.linkedin.com/company/farmers-insurance/"LinkedIn/a, and a href="https://www.tiktok.com/@thisisfarmers"TikTok/a. /span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff" /span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"Workplace: Hybrid ( #LI-Hybrid )/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"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./span/span/span/pdivdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"The Posistion /H2
/divdivpIf 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. brbrWe 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! brbrIn this role you will:/p
ul
liDeliver exceptional customer service while proactively seeking solutions within compliance and legal requirements. /li
liCommunicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms./li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"The Day-to-Day/H2
/divdivul
liReceive 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./li
liAccess 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./li
liEscalate unresolved issues requiring advanced support for further resolution./li
liBuild 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./li
liActively listen to customer concerns to identify trends or patterns. Recognize opportunities for process improvement and makes recommendations to leadership./li
liPartner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs./li
liAdhere to assigned, tightly regulated schedule and follow procedures for requesting time off./li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Experience Requirements/H2
/divdivul
liMinimum of 1-3 years customer service.
ul
li1 year of experience in call center environment or related field preferred./li
liExperience providing customer support within a high-volume, complex environment preferred. /li
/ul
/li
liStrong technical aptitude:
ul
liIntermediate computer skills with ability to navigate multiple systems simultaneously./li
liAble to troubleshoot basic issues with equipment such as headset, internet, and connectivity./li
liExperience with Microsoft Office suite of tools preferred./li
/ul
/li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"The Details/H2
/divdivul
liStart Date: strongTuesday, July 22nd/strong/li
liLocation: strongem5665 N. Kraft Lake Dr. Caledonia, MI 49316./em/strong/li
liYou must be located within 50 miles of the Caledonia, MI office./li
/ul
pemstrongDuring and after training, you will need to provide a quiet, distraction-free environment and high-speed internet./strong/em/p
ul
liTraining:
ul
liYour first week with Farmers (July 22nd - July 25th) will be fully remote.
ul
liDuring 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./li
/ul
/li
liClass Training will last approximately 8-10 weeks through our award-winning University of Farmers.
ul
liHours during training will be 10:30 AM to 7:00 PM EST/li
liThroughout 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./li
liBeginning your 2nd week of training you will be in office Mondays through Thursday and training virtually on Fridays./li
liYour first day emuin office/u/em for training will be Monday, July 28th!/li
/ul
/li
liOnce class training ends, you will continue working Hybrid until approximately 6 months from your start date with the hours of 10:00AM to 6:30PM.
ul
liDuring this time you will work 3 days in office (Wednesday being a preferred day amp; the other 2 being flexible) and 2 days virtually./li
/ul
/li
liAfter the 6 months, this position may be eligible to go virtual based on performance and business need./li
/ul
/li
liNormal Business Hours:
ul
liMonday-Friday 8:00am-9:00pm EST/li
liSaturday 9:00am-5:30pm/li
/ul
/li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Compensation/H2
/divdivul
liPay is emstrong$22.31/hour/strong/em based on location. /li
liAnnual performance-based bonus potential up to 10%. Interested in earning more? We are a performance-based company where you could potentially more based on company and individual performance goals (ask your Recruiter for details)! /li
liAs 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 much more. /li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Education Requirements/H2
/divdivpHigh School Diploma or equivalent required./p
pOther: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired./p/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Physical Actions/H2
/divdivpThis 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. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. 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./p/div/div/divpstrongBenefits/strong/p
ul
liFarmers offers a competitive salary commensurate with experience, qualifications and location./li
liBonus Opportunity (based on Company and Individual Performance)/li
li401(k)/li
liMedical/li
liDental/li
liVision/li
liHealth Savings and Flexible Spending Accounts/li
liLife Insurance/li
liPaid Time Off/li
liPaid Parental Leave/li
liTuition Assistance/li
liFor more information, review “What we offer” on a href="https://www.farmers.com/careers/corporate/#offer"https://www.farmers.com/careers/corporate/#offer/a/li
/ul
p /p
pJob Location(s): US - MI - Caledonia, US - MI - Grand Rapids/p
pFarmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance./p
pemFarmers 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./em /p
pWant to learn more about our culture amp; opportunities? Check out a href="http://www.Farmers.com/careers/corporate"www.Farmers.com/careers/corporate/a and be sure to follow us on a href="https://www.instagram.com/thisisfarmers/"Instagram/a, a href="https://www.linkedin.com/company/farmers-insurance/"LinkedIn/a, and a href="https://www.tiktok.com/@thisisfarmers"TikTok/a./p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"spanstrongWe are Farmers!/strong/span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"spanWe 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. /span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"span /span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"spanFarmers is an 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! To learn more about our high-performance culture and open opportunities, check out a class="external-link" href="http://www.farmers.com/careers/corporate" target="_blank" rel="noopener"www.Farmers.com/careers/corporate/a and be sure to follow us on a href="https://www.instagram.com/thisisfarmers/"Instagram/a, a href="https://www.linkedin.com/company/farmers-insurance/"LinkedIn/a, and a href="https://www.tiktok.com/@thisisfarmers"TikTok/a. /span/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff" /span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"Workplace: Hybrid ( #LI-Hybrid )/span/span/span/p
p style="margin-top:10.0px;padding:0.0px;text-align:left"span style="font-style:normal"span style="white-space:normal"span style="background-color:#ffffff"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./span/span/span/pdivdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"The Posistion /H2
/divdivpIf 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. brbrWe 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! brbrIn this role you will:/p
ul
liDeliver exceptional customer service while proactively seeking solutions within compliance and legal requirements. /li
liCommunicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms./li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"The Day-to-Day/H2
/divdivul
liReceive 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./li
liAccess 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./li
liEscalate unresolved issues requiring advanced support for further resolution./li
liBuild 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./li
liActively listen to customer concerns to identify trends or patterns. Recognize opportunities for process improvement and makes recommendations to leadership./li
liPartner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs./li
liAdhere to assigned, tightly regulated schedule and follow procedures for requesting time off./li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Experience Requirements/H2
/divdivul
liMinimum of 1-3 years customer service.
ul
li1 year of experience in call center environment or related field preferred./li
liExperience providing customer support within a high-volume, complex environment preferred. /li
/ul
/li
liStrong technical aptitude:
ul
liIntermediate computer skills with ability to navigate multiple systems simultaneously./li
liAble to troubleshoot basic issues with equipment such as headset, internet, and connectivity./li
liExperience with Microsoft Office suite of tools preferred./li
/ul
/li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"The Details/H2
/divdivul
liStart Date: strongTuesday, July 22nd/strong/li
liLocation: strongem5665 N. Kraft Lake Dr. Caledonia, MI 49316./em/strong/li
liYou must be located within 50 miles of the Caledonia, MI office./li
/ul
pemstrongDuring and after training, you will need to provide a quiet, distraction-free environment and high-speed internet./strong/em/p
ul
liTraining:
ul
liYour first week with Farmers (July 22nd - July 25th) will be fully remote.
ul
liDuring 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./li
/ul
/li
liClass Training will last approximately 8-10 weeks through our award-winning University of Farmers.
ul
liHours during training will be 10:30 AM to 7:00 PM EST/li
liThroughout 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./li
liBeginning your 2nd week of training you will be in office Mondays through Thursday and training virtually on Fridays./li
liYour first day emuin office/u/em for training will be Monday, July 28th!/li
/ul
/li
liOnce class training ends, you will continue working Hybrid until approximately 6 months from your start date with the hours of 10:00AM to 6:30PM.
ul
liDuring this time you will work 3 days in office (Wednesday being a preferred day amp; the other 2 being flexible) and 2 days virtually./li
/ul
/li
liAfter the 6 months, this position may be eligible to go virtual based on performance and business need./li
/ul
/li
liNormal Business Hours:
ul
liMonday-Friday 8:00am-9:00pm EST/li
liSaturday 9:00am-5:30pm/li
/ul
/li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Compensation/H2
/divdivul
liPay is emstrong$22.31/hour/strong/em based on location. /li
liAnnual performance-based bonus potential up to 10%. Interested in earning more? We are a performance-based company where you could potentially more based on company and individual performance goals (ask your Recruiter for details)! /li
liAs 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 much more. /li
/ul/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Education Requirements/H2
/divdivpHigh School Diploma or equivalent required./p
pOther: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired./p/div/divdiv style="padding:10.0px 0.0px;border:1.0px solid transparent"div style="font-size:16.0px;word-wrap:break-word"H2 style="font-size:1.0em;margin:0.0px"Physical Actions/H2
/divdivpThis 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. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. 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./p/div/div/divpstrongBenefits/strong/p
ul
liFarmers offers a competitive salary commensurate with experience, qualifications and location./li
liBonus Opportunity (based on Company and Individual Performance)/li
li401(k)/li
liMedical/li
liDental/li
liVision/li
liHealth Savings and Flexible Spending Accounts/li
liLife Insurance/li
liPaid Time Off/li
liPaid Parental Leave/li
liTuition Assistance/li
liFor more information, review “What we offer” on a href="https://www.farmers.com/careers/corporate/#offer"https://www.farmers.com/careers/corporate/#offer/a/li
/ul
p /p
pJob Location(s): US - MI - Caledonia, US - MI - Grand Rapids/p
pFarmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance./p
pemFarmers 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./em /p
pWant to learn more about our culture amp; opportunities? Check out a href="http://www.Farmers.com/careers/corporate"www.Farmers.com/careers/corporate/a and be sure to follow us on a href="https://www.instagram.com/thisisfarmers/"Instagram/a, a href="https://www.linkedin.com/company/farmers-insurance/"LinkedIn/a, and a href="https://www.tiktok.com/@thisisfarmers"TikTok/a./p

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