Senior Technical Customer Care Specialist – Xtime
Cox Enterprises
ApacheCloud
Customer Care Representative
Farmers Insurance
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $24 per hour
Job Level
Junior
About the role
- 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!
- 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.
- The Day-to-Day Receive and respond to inquiries related to insurance matters.
- Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
- Evaluate and interpret policy information within prescribed authority limits.
- Access account information and communicate while working in multiple systems.
- Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
- Document customer interactions and outcomes thoroughly in system.
- Escalate unresolved issues requiring advanced support for further resolution.
- Build knowledge and acumen through self-directed learning.
- Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Help maintain department knowledge resources to keep them current.
- Actively listen to customer concerns to identify trends or patterns.
- Recognize opportunities for process improvement and makes recommendations to leadership.
- Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
- May work with external vendors to further address customer needs.
- Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off.
Requirements
- Minimum of 1-3 years customer service.
- 1 year of experience in call center environment 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.
- 1 year of experience in insurance or related field preferred.
