Customer Care Representative - Specialty Services; Hybrid - KS

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, seek solutions, own our actions, grow through discomfort, and 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 a comprehensive suite of benefits and 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, visit  and follow us on Instagram, Linked In, and Tik Tok.

Workplace:
Hybrid (at least three days in office and up to two days virtual for employees within fifty miles of a Farmers corporate office; applicants beyond fifty miles may still be considered).

This role is a critical part of Farmers Insurance, supporting customers and agents. You will be the first point of contact for our customers, answering inquiries about coverage, rates, billing, and general policy reviews. We care about your professional development, so we offer paid training with our renowned University of Farmers before you start serving customers.

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers and agents via phone, chat, and email while navigating multiple systems and platforms.

• 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 deep product knowledge and compliance/ legal knowledge to make appropriate recommendations or decisions; document interactions and outcomes thoroughly.
• Escalate unresolved issues requiring advanced support for further resolution.
• Build knowledge and acumen through self‑directed learning; stay informed about underwriting, policy guidelines, and updates including compliance and legal requirements; help maintain department knowledge resources.
• Actively listen to customer concerns to identify trends or patterns; recognize opportunities for process improvement and make recommendations to leadership.
• Partner with departments such as Policy Support, Claims, and Underwriting to respond to customer inquiries; may work with external vendors.
• Adhere to a tightly regulated schedule and follow procedures for requesting time off.

• Start Date (non‑licensed):
  Tuesday, March 3rd
• Start Date (licensed):
  Tuesday, March 31st
• Location:
  
  10200 Abilities Way, Kansas City, KS 66111 (you must be located within 50 miles of this location).
• Training
  
  Schedule:
  
  • First week (March 3–6): fully remote;
  Monday‑Friday 9:30 am‑6:00 pm CST.
  
  • Class Training: approximately 8‑10 weeks through the University of Farmers; blended instructor‑led, peer mentoring, and coaching.
  
  • 2nd week of training: office Mondays‑Thursdays, virtual Fridays (first office day on March
  9).
  
  • After training: hours remain Monday‑Friday 9:30 am‑6:00 pm CST; positions may transition to hybrid (3 office days, 2 virtual) after ~6 months; virtual readiness requires quiet environment and high‑speed internet.
• Normal Business
  
  Hours:
  
  Monday‑Friday 6:45 am‑7:15 pm CST.

• Pay: $23.74/hour based on geographical location.
• Annual performance‑based bonus potential up to 10% (additional details with recruiter).
• Total Rewards Program includes 401(k) Plan, Generous PTO, Tuition Reimbursement, Paid…