Virtual Insurance Customer Service Agent

2 weeks ago

Houston, Texas, United States Farmers Insurance Full time

Remote Customer Support Specialist - Agency Response Center

Join the team at Farmers Insurance, where we are dedicated to creating a diverse and inclusive workplace. Our commitment to our employees is reflected in our extensive benefits and community engagement initiatives. We believe in helping others during their times of need, which is at the core of our culture.

Position Overview

This role offers a sign-on bonus of $500 within your first month and an additional $1,000 after six months of service.

This is an hourly position with a pay range of $16.70 to $19.50, determined by your experience and the cost of living in your area.

Fully Remote: Candidates must reside in the Central Standard Time Zone.

As a Customer Support Specialist, you will engage with both internal and external clients regarding their insurance inquiries, eligibility, and solutions, ensuring a positive customer experience. You will leverage your comprehensive knowledge of our products and services while navigating various insurance lines and technology platforms in a fast-paced contact center environment.

Key Responsibilities

  • Address customer and agent inquiries, resolving policy-related issues.
  • Provide guidance throughout the insurance lifecycle, including coverage, renewals, cancellations, and pricing.
  • Utilize multiple systems to conduct research, identify processes, and review past transactions to make informed decisions.
  • Document customer interactions meticulously, noting inquiries, complaints, and actions taken.
  • Act as a business advocate to uncover new coverage opportunities, retain clients, and promote Farmers Insurance.
  • Identify service trends and escalate concerns to management.
  • Refer unresolved issues to the appropriate department for further resolution.
  • Collaborate with various departments, including Policy Support, Claims, and Underwriting, to address customer concerns.
  • Engage with external vendors as necessary to meet customer needs.
  • Enhance your industry knowledge through self-directed learning and contribute to the Knowledge Management system.
  • Stay updated on underwriting guidelines and regulatory changes.
  • Provide peer support as needed.
  • Perform additional duties as assigned.

Physical Requirements

  • Ability to sit or stand for extended periods.
  • Listen and interpret auditory information effectively.
  • Visually verify and read information accurately.
  • Operate a computer for prolonged periods with sufficient dexterity.

Education and Experience

A high school diploma or equivalent is required; an associate's degree or progress towards a bachelor's degree is preferred. A Personal Lines or Property and Casualty license may be necessary for this position, and if required, candidates must pass the licensing exam within the designated attempts.

Experience Requirements

One or more years of experience in a consultative service support role within a high-volume environment is preferred.

Special Skills

  • Strong critical thinking abilities.
  • Advanced conflict resolution skills.
  • Consistent achievement of performance goals.

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