Work Hours/Start Date

Start Date: Tuesday, January 31st, 2023

Training Schedule: 8:30am - 5:30pm Mountain time
Tentative Shift Schedule: 9:30am - 6:00pm Mountain time
Days: Monday-Friday

Note: shift days/times are subject to change based on business needs. Must have flexibility with hours.

Location

This position will be remote/virtual. Candidates must live within the state of Arizona and have access to stable internet and a quiet workspace.

Job Summary

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.

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.

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.

Education Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.

Special Skill Requirement

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

Salary

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

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location
• CO Only: The pay range for this job being performed in CO would be $16.70 – $19.50/hour
• New York City, NY/Westchester County, NY Only: The pay range for this job being performed in NYC or Westchester County, NY would be $19.00 - $20.50/hour
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance