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

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex, a leading insurance provider dedicated to protecting what matters most to our customers. At arenaflex, we're more than just a company - we're a community of individuals who share a common purpose: to deliver peace of mind to our customers by providing protection and comprehensive advice in the moments that matter most. Our high-performance culture is built on a foundation of results-driven individuals who are accountable for sustainably growing the business and each other. We're a team that seeks solutions, owns our actions, and grows through discomfort, always asking ourselves how we can impact our customers in a positive way. As an Experienced Customer Care Representative on our Farmers Service Operations team, you'll play a critical role in supporting our customers and agents, providing exceptional service, and resolving moderately complex issues related to insurance policies and provisions. If you're a problem-solver with a passion for helping others, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is an award-winning, equal opportunity employer committed to the strength of a diverse workforce. We're 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. Our culture is built on a foundation of collaboration, creativity, and innovation, which thrives in a virtual setting as well as in-person.

Work Environment

Our hybrid work environment combines the best of both worlds, allowing you to work flexibly in a virtual setting as well as in-person. With at least three days in office and up to two days virtual, you'll have the opportunity to collaborate with colleagues, attend training sessions, and participate in team-building activities. Our Kansas City office is located at 10200 Abilities Way, Suite 800, Kansas City, KS 66111, and after training, this position will be fully remote.

The Position

As an Experienced Customer Care Representative, you'll be responsible for:

• Delivering exceptional customer service while proactively seeking solutions within compliance and legal requirements
• Communicating with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms
• Receiving and responding to inquiries related to insurance matters, interacting with customers, agents, and others to resolve moderately complex issues
• Evaluating and interpreting policy information within prescribed authority limits
• Accessing account information and communicating while working in multiple systems
• Documenting customer interactions and outcomes thoroughly in system
• Escalating unresolved issues requiring advanced support for further resolution
• Building knowledge and acumen through self-directed learning
• Staying informed about underwriting and policy guidelines and other updates, including compliance and legal requirements
• Helping maintain department knowledge resources to keep them current
• Actively listening to customer concerns to identify trends or patterns
• Recognizing opportunities for process improvement and making recommendations to leadership
• Partnering with various departments, including Policy Support, Claims, and Underwriting, to respond to customer inquiries
• Working with external vendors to further address customer needs

Requirements

* High School Diploma or equivalent required

• Property and Casualty license may be required for this role; if required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired
• Minimum of 1-3 years customer service experience
• 1 year of experience in a 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

Benefits

* 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

Compensation

* Pay is $23.12/hour based on location

• Annual performance-based bonus potential up to 10%
• Interested in earning more? We're a performance-based company where you could potentially earn more based on company and individual performance goals (ask your Recruiter for details)

Training and Development

* Paid training with our renowned University of Farmers before you start serving customers

• 8-10 weeks of comprehensive training, including instructor-led skills training, peer mentoring, and coaching in a live, real-world environment
• Opportunities for professional growth and development through our extensive suite of benefits and training programs

Work-Life Balance

* Normal Business Hours: Monday-Friday 7:00am-8:30pm CST, Saturday 8:00am-8:30pm CST, Sunday 8:00am-8:30pm CST (chat only)

• Flexible work arrangements, including hybrid and remote work options
• Paid Time Off and Paid Parental Leave to support your work-life balance

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application promptly, as we typically close open positions within 8 to 21 days after posting.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.

Want to learn more about our culture & opportunities?

Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok. Apply Job! Apply for this job