Customer Care Representative - Farmers Service Operations; Hybrid - KS

Customer Care Representative - Farmers Service Operations (Hybrid - KS)

Join to apply for the Customer Care Representative - Farmers Service Operations (Hybrid - KS) role at Farmers Insurance.

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, 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 focuses 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 how we impact our customers.

If you enjoy solving problems and helping 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, 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 via multiple channels (phone, chats, emails) 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 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 make 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.

• Start Date:
  • Tuesday, February 17th (unlicensed)
  • Tuesday, March 17th (licensed)
• Location: 10200 Abilities Way, Suite 800, Kansas City, KS 66111. You must be located within 50 miles of the Kansas City, KS office.
• Training:
  • Your first week with Farmers will be fully remote. During this time you will work with our training team to enroll in benefits, set up logins, and complete system access.
  • Class Training will last approximately 8–10 weeks through our award‑winning University of Farmers. Throughout this paid training, you’ll experience instructor‑led skills training, peer mentoring, and coaching in a live, real‑world environment.
  • Beginning your 2nd week of training you will be in office Mondays through Thursdays and training virtually on Fridays.
  • Your first day in office for training will be Monday, February 23rd (unlicensed) and Monday, March 23rd (licensed).
• Normal Business
  
  Hours:
  
  
  • Monday–Friday 7:00 am–8:30 pm CST
  • Saturday 8:00 am–8:30 pm CST
  • Sunday 8:00 am–8:30 pm CST (chat only)

• Pay is $23.74 hour based on location.
• Annual performance‑based bonus potential up to 10%. Interested in earning more? Ask your Recruiter for details.
• As a Customer…