Customer Care Representative (Farmers Workplace Solutions)

Customer Care Representative (Farmers Workplace Solutions)

We are Farmers! 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 an inclusive 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!

Workplace : Remote

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 days in office and up to two days virtual for employees who live within fifty miles of a Farmers corporate office. Applicants beyond fifty miles may still be considered.

Job Summary

If you are the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with Farmers. This position is a critical part of Farmers Insurance as it supports our customers and agents. You will be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews. We care about your professional development at Farmers, so we offer paid training with our renowned University of Farmers before you start serving customers, so you can succeed in this role! In this role you will :

Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.

Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.

Job Details

Unlicensed start date :

Tuesday, November 18th, 2025

Licensed start date :

Tuesday, December 16th, 2025

Location :

The role is fully remote. You must be located within 50 miles of Dayton, OH or Grand Rapids, MI as the role may transition to a hybrid work environment in the future.

You will need to provide a quiet, distraction-free environment and high-speed internet.

Training Hours :

Monday-Friday 10 : 30am-7 : 00pm EST

Shift hours :

Monday-Friday 10 : 30am to 7 : 00pm EST

Starting Hourly Rate :

The pay for the role is $22.31 up to $23.74 per hour and is solely based on location.

Essential Job Functions

Although this position is fully remote, it operates within a highly structured environment that requires you be fully present and engaged. This includes designated start and end times, scheduled lunch and break periods.

Assists internal and external customers with moderately complex issues related to insurance matters. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Communicates with customers via multiple channels while navigating multiple systems and platforms.

Receives and responds to inquiries related to insurance matters. Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. Evaluates and interprets policy information within prescribed authority limits.

Accesses account information and communicates while working in multiple systems. Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. Documents customer interactions and outcomes thoroughly in system. Escalates unresolved issues requiring advanced support for further resolution.

Builds knowledge and acumen through self-directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements. Helps maintain department knowledge resources to keep them current. Performs other duties as assigned.

Actively listens to customer concerns to identify trends or patterns. Recognizes opportunities for process improvement and makes recommendations to leadership.

Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs.

Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

Experience Requirements

Minimum of 1-3 years customer service.

1 year of experience in call center environment, insurance, sales or related field preferred.

Experience providing customer support within a high-volume, complex environment preferred.

Strong technical aptitude :

Intermediate computer skills with ability to navigate multiple systems simultaneously.

Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Experience with Microsoft Office suite of tools preferred.

Education Requirements

High School Diploma or equivalent required.

Other : Property and Casualty license will be required for this role. Licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Additional Qualifications

Call center / agency experience

Demonstrated customer service skills

Strong verbal communication and listening skills

Demonstrated written communication skills

Demonstrated analytical skills

Demonstrated problem solving skills

Demonstrates excellent judgment and decision making skills

Friendly and service-oriented

Maintains a high degree of professionalism

Excellent organizational skills

Highly thorough and dependable

Possesses flexibility to work in a fast paced, dynamic environment

Basic computer skills with ability to navigate multiple systems simultaneously.

Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Physical Environment

This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Benefits

Farmers offers a competitive salary commensurate with experience, qualifications and 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 https : / / www.farmers.com / careers / corporate / #offer

Job Location(s) : US - MI - Grand Rapids, 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