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Customer Service Representative

2 months ago

Gilbert, United States Farmers Insurance - Gilbert AZ Full time
Job DescriptionJob Description

Customer Service Representatives work to maximize positive customer experiences by responding to customer inquiries or complaints regarding the company's products or services. They will communicate with internal and external customers about basic underwriting guidelines, policies, and marketing initiatives to service customer accounts. Additionally, Customer Service Representatives will analyze, clarify, and resolve policy and account-related questions.


The position of the Customer Service Representative offers not only the opportunity for retention but agency growth through the expansion of a household by means of cross-selling multiple lines. This action will generate greater retention within the agency as well as new business growth.


Core job duties include (but are not limited to):

Become licensed in Property & Casualty as well as Life, Accident and Health

Determine customer requirements and expectations in order to help the customer identify specific products and solutions

Solicit, sell and negotiate new business policies

Review renewal business and identify appropriate follow-up action based on degree of change

Cross-sell/up-sell products to existing customers

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Assist with the annual review process by contacting customers and preparing personalized customer coverage recommendations based on customers needs

Perform risk analysis and underwriting

Client/Claims liaison

Refer unresolved customer grievances or complex customer interactions to senior team member

Implement/adhere to company and Agency guidelines

General customer service duties as presented

Performs other duties as assigned


Core competencies

Business Results: Able to meet individual performance metrics and goals

Multi-tasking: Able to successfully juggle multiple priorities at any given time

Attention to Detail: Maintain accurate and descriptive accounts of all customer interactions (eCMS)

Communication: Possess outstanding written and verbal communication skills

Job Knowledge: Understand basic product, billing, underwriting, and processing guidelines

Teamwork: Accept feedback when offered and work well with others

Problem solving: Able to research and identify timely solutions to customer-related problems.


Benefits Include:

  • Base pay (based on experience and licensing)
  • Commission dependent on having or obtaining AZ Property and Casualty license
  • Position includes time off, on the job training, high energy and positive work environment


Physical environment

Required job duties are normally performed in a climate-controlled office environment.


Preferred skills and abilities

Four-year college degree highly preferred. High school diploma or equivalent required. Previous customer service experience highly preferred. Ideal candidate will have good PC skills, basic math skills, strong analytical capability, conflict resolution skills, the ability to multi-task, bilingual (if applicable to area), and strong verbal and written communication skills.


License Requirement:

Current Arizona P&C license preferred but not required as long as candidate is willing to become licensed (we will provide materials)