Customer Engagement Associate

2 weeks ago


Phoenix, Arizona, United States Farmers Insurance Full time
Job Overview

Position Summary:

The role of the Customer Service & Sales Representative is pivotal in ensuring exceptional customer satisfaction by addressing inquiries and resolving issues related to the company's offerings. This position involves effective communication with both internal and external stakeholders to clarify underwriting guidelines, policies, and marketing strategies, ultimately enhancing customer account management.

Key Responsibilities:

  • Obtain necessary licenses in Property & Casualty as well as Life, Accident, and Health.
  • Confirm all customer contact details to ensure accurate communication.
  • Assess customer needs and expectations to recommend suitable products and solutions.
  • Evaluate renewal accounts and determine appropriate follow-up actions based on changes, process simple policy modifications, and issue necessary certificates of insurance.
  • Schedule time for cross-selling and upselling opportunities with existing clients.
  • Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
  • Support the annual review process by reaching out to customers and preparing tailored coverage recommendations in collaboration with agents.
  • Act as a liaison for clients and claims.
  • Identify complex service issues and escalate them to the Account Executive while managing customer expectations.
  • Refer unresolved customer concerns to senior team members for further assistance.
  • Adhere to company and agency protocols and guidelines.
  • Perform general customer service tasks, including processing payments and handling inbound inquiries related to billing and coverage.
  • Send follow-up thank-you messages for new business.
  • Carry out additional duties as assigned.

Essential Skills:

  • Results-Oriented: Capable of achieving individual performance targets and objectives.
  • Attention to Detail: Maintain thorough and accurate records of all customer interactions.
  • Product Knowledge: Familiarity with basic product offerings, billing procedures, underwriting, and processing guidelines.
  • Collaboration: Willingness to accept feedback and work effectively with team members.
  • Problem-Solving: Ability to research and provide timely solutions to customer-related challenges.

Work Environment:

This position is typically performed in a controlled office setting.

Preferred Qualifications:

  • Prior experience in customer service is highly desirable.
  • Ideal candidates will possess basic computer skills, mathematical abilities, strong analytical skills, and conflict resolution capabilities.
  • Bilingual candidates are encouraged to apply, along with those with strong verbal and written communication skills.

Job Types: Full-time, Part-time

Compensation: $20.00 per hour

Expected Work Hours: 40 hours per week

Benefits Offered:

  • Health insurance
  • Paid time off

Shift Details:

  • 8-hour shifts
  • Daytime shifts

Work Location: In-person



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