Customer Retention Specialist

We are Farmers
We are… more than just your favorite commercials.  At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

Farmers is an award winning, equal opportunity employer, committed to the strength of a diverse workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business – it's our culture  To learn more about our high-performance culture and open opportunities, check out and be sure to follow us on Instagram, LinkedIn, and TikTok.

Workplace: Hybrid ( )

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Job Summary

• Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews.
• Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.
• Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met.
• Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support. Provides both service and sales support.
• Provides peer support through on-the-job training and knowledge sharing
• Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH

Essential Job Functions

• Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.
• Receives and responds to inquiries related to insurance matters that require expert support. Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
• Explains premium changes. Quotes, sells, and generates premium.
• Analyze, clarify and resolve complex policy and account related questions from external customers.
• Accesses account information and communicates while working in multiple systems across all brands.
• Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Makes decisions about ambiguous situations. Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.
• Resolves issues requiring expert support.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.
• Advocates on behalf of the customer. Devises customer-centric solutions for complex insurance issues.
• Leads implementation of process changes. Monitors performance metrics and prepares reports.
• Builds and shares knowledge and acumen through self-directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Continues to build personal skill set by participating in in-house or outside insurance or industry related courses or seminars as deemed necessary to expand product and system knowledge.
• Stays current with relevant product(s), which includes all specialty lines.
• Champions change initiatives and fosters acceptance and support for these changes within the team.

Physical Actions

• Job is performed in-person at a Farmers office or virtually at an approved alternative work location.
• The physical work environment is indoors and climate-controlled with adequate lighting and ventilation.
• Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions.
• Frequently sits for prolonged periods of time, up to a full shift.
• Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces.
• Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance.
• Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties.
• Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift.
• Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees.
• Possesses clear vision, with or without correction, to visually read and verify information.
• Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects.
• Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace.
• Jobs in this category require rare, if any, travel.

Education Requirements

• High School Diploma or equivalent required.
• Property and Casualty license required. Candidates must currently hold a Property & Casualty license or be willing to obtain one. Farmers will provide support and resources to help qualified candidates earn their license.
• Ability to be appointed to sell insurance in all states required.

Experience Requirements

• 2 years of experience in insurance or related field required.
• Experience providing advanced customer support within a high-volume, complex environment preferred.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
• The starting hourly pay for this role is $27.38-$30.29, based on location.
• 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
• For more information, review "What we offer" on

Job Location(s): US - AZ - Phoenix, US - KS - Kansas City, US - MI - Caledonia, US - OH - Dayton

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.
Want to learn more about our culture & opportunities? Check out and be sure to follow us on Instagram, LinkedIn, and TikTok.