Farmers insurance customer service representative job description

Job Description

We are Farmers!

Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.

Want to learn more about our culture & opportunities? Check outfarmers.com/careersand be sure to follow us onInstagramandLinkedIn!

Job Summary Maximizes positive customer experience for our agency force and clients by analyzing complex Accounting related transactions and supporting query resolution by identifying, understanding, and resolving all related inquiries. Assumes overflow of work from Accounting Clerk III as well as processing of basic contract values. Handles level 2 calls as referred by Customer Advocates.

Essential Job Functions • Handles accounting related requests and inquiries from the Agency force to ensure a positive customer experience. Accepts ownership of more difficult inquiries, gathering all necessary information and resolving or forwarding request to appropriate party for completion. Knows and follows product, system and procedures. Keeps up-to-date with changes. Attains service level goals as outlined in performance objectives. Maintains efficiency of calls, schedule adherence, and after call work. • Responsible for understanding and being able to assume all high level Accounting Clerk III duties, to help manage the work load and account for dips in the call cycle. In addition, is responsible for calculating and processing evaluations and/or initial settlement of basic Agent contract values. • Builds subject matter expertise relating to assigned insurance products and procedures. Coaches Customer Advocates to effectively handle the inquiry where appropriate. • Performs other functions as assigned. • 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. • Promotes safety at all times and complies with safety/ergonomic standards as outlined in relevant company published manuals.

Physical Actions Required job duties are essentially sedentary in nature, consisting of occasion walking, standing, lifting and/or carrying ten pounds maximum, seeing, speaking, and hearing.

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

Education Requirements High school diploma or equivalent required.

Experience Requirements Minimum of four years experience in Accounting or a related field and one year experience in a Customer Service related role.

Special Skill Requirement Typing / keyboarding skills Communication skills Basic math skills PC Skills: Word processing and spreadsheet software skills

Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.

Job: *Finance

Organization: *Farmers Insurance

Title: Customer Service Advocate

Location: Kansas-Olathe

Requisition ID: 200007CC

This job was posted on Thu Jan 14 2021 and expired on Wed Feb 03 2021.

Minimum $24K/yr

$35K/yr Average

Maximum $56K/yr

Tasks

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products.
• Order tests that could determine the causes of product malfunctions.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Persuasion - Persuading others to change their minds or behavior.
• Service Orientation - Actively looking for ways to help people.

Knowledge

• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Farmers Insurance

Description

Woodland Hills, California-based Farmers Insurance is a group of three reciprocal insurers (Farmers Insurance Exchange, Fire Insurance Exchange and Truck Insurance Exchange), offering service and support for all insurance needs covering vehicles, homes and small businesses. Farmers Insurance believes that its employees set the tone, drive the strategy, and create excellent customer experiences. They are continually looking for new candidates to join the team within multiple career areas including Claims, Technology, Operations, Marketing & Communications, Finance, and more. If you are a proactive self-starter who would gladly work on innovative, meaningful projects that make positive impacts on customers and communities, you might find your career ambitions at Farmers Insurance. By health and wellbeing benefits, the firm strives to promote a healthy work/life balance allowing the team members to thrive, and invests in their development with on-the-job learning and mentorship opportunities.

Location

16850 West 119th StOlathe, KS, 66061and others

Industry

Insurance Agency & Brokerage Firms

Total job postings in the past

Based on 130 job boards, duplications excluded

0

Average posting lifetime

Total job posting distribution in the past

Based on 130 job boards, duplications excluded

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