Customer Care Representative (Remote Jobs Hiring/Work from Home Jobs)

Customer Care Representative – Remote
14962
Job Summary
Consults effectively with internal and external customers relating to insurance needs, eligibility and solutions to provide a positive customer experience. Utilizes in-depth knowledge of Company products and services while working across multiple lines of insurance and within multiple technology platforms within a fast-paced, dynamic, contact center environment.

Essential Job Functions
Resolves customer and agent inquiries, solves problems related to policies. Consults effectively throughout the insurance life cycle relating to coverage, renewals, cancellations, pricing and other general service related requests. Utilizes multiple system platforms to conduct research, identify processes and review prior transactions to make sound decisions and recommendations to customers.

Maintains accurate system documentation of customer interactions or transactions, details of inquiries, complaints, or comments, as well as action taken. Acts as an advocate of the business to identify new coverage opportunities, retain customers and recommend Farmers Insurance to othe rs. Identifies trends in service and escalates concerns to leadership.

Refers unresolved customer issues to appropriate department for further investigation and handling. Partners with various departments including Policy Support, Claims and Underwriting in responding to or assisting to resolve customer concerns. May work with external vendors to further solve for or respond to customer needs. Builds knowledge and industry acumen through self directed learning to contribute updated content to Knowledge Management system for department use. Stays current with underwriting and policy guidelines, and other updates including Department of Insurance requirement changes. May provide peer support. Performs other duties as assigned.

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.

Education Requirements
High school diploma or equivalent required. Associates degree or progress towards the completion of Bachelor’s degree preferred. 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.

Experience Requirements
One or more years general working experience preferred providing consultative service support within a high volume, complex environment.