Customer Care Representative - Specialty Services (Hybrid - Phoenix)

Position Overview

At Farmers, we strive to deliver peace of mind to our customers by providing protection, comprehensive advice, and exceptional service in moments of truth. Our high-performance culture is built on accountability, collaboration, and continuous growth. As a Customer Care Representative, you will be the first point of contact for customers—addressing inquiries related to insurance coverage, rates, billing issues, and policy reviews. With paid training from our renowned University of Farmers and a flexible hybrid work environment, you will have ample opportunity to develop professionally while making meaningful contributions.

Key Responsibilities

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal guidelines.
• Communicate effectively with customers and agents via phone, chat, and email.
• Respond to inquiries related to insurance matters and resolve moderately complex issues by evaluating policy provisions.
• Access account information across multiple systems to make informed recommendations and document customer interactions thoroughly.
• Escalate unresolved issues requiring advanced support.
• Continuously build product and policy knowledge and contribute to process improvements.
• Collaborate with departments such as Policy Support, Claims, and Underwriting to address customer needs.
• Adhere to a tightly regulated schedule and follow established procedures for time off and daily operations.

Required Qualifications

• Location: 24000 N. Farmers Way, Phoenix, AZ 85085 (Candidates must reside within 50 miles)
• Education: High School Diploma or equivalent required. Property & Casualty license is mandatory (Farmers provides assistance to obtain the required license if needed).
• Experience Required: Minimum 1-3 years in customer service; 1 year in a call center or related field preferred.
• Intermediate computer skills with the ability to navigate multiple systems simultaneously and troubleshoot basic equipment issues.
• Proven ability to adhere to a tightly regulated schedule while working in a hybrid environment.
• Strong communication and problem-solving skills.

Preferred Qualifications

• Experience in a high-volume call center or customer support environment.
• Proficiency with Microsoft Office suite of tools.
• Familiarity with insurance products and compliance or legal requirements.
• Demonstrated ability to work effectively in a collaborative team environment.

Benefits & Perks

• Compensation: $23.74/hour based on geographical location with annual performance-based bonus potential up to 10%.
• Benefits: Total Rewards Program including 401(K), Paid Time Off, Tuition Reimbursement, and Paid Training.
• Comprehensive Medical, Dental, and Vision coverage along with Health Savings and Flexible Spending Accounts.
• Life Insurance and other competitive perks.
• Schedule: Post-training hours are Monday-Friday 8:30am-5:00pm PST with a hybrid model (3 days in-office and 2 days remote), with potential to transition to a virtual arrangement after approximately 6 months.