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Customer Service Representative-Specialty Services
Customer Service Representative-Specialty ServicesPhenom People • Grand Rapids, MI, US
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Customer Service Representative-Specialty Services

Customer Service Representative-Specialty Services

Phenom People • Grand Rapids, MI, US
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Customer Service Representative

We are Farmers! We are a passionate, award-winning, equal opportunity employer, committed to the strength of a diverse 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! We are Farmers!

Do you thrive in a high-volume, fast-paced environment? Do you enjoy the challenge of a position where no two days are alike? We are looking for positive, high-energy professionals who are not just looking for a job, but a meaningful career!

Location : You must be located within 35 miles of Grand Rapids, MI. This position will be a combination of in-office work and virtual work.

Start Date : Tuesday, May 30, 2023

Training Schedule :

  • Week 1 : 5 / 30-6 / 2 10 : 30am-7 : 00pm Virtual
  • Weeks 2-4 : 6 / 5-6 / 30 10 : 30am-7 : 00pm In-Office(M-Th) / Virtual (Fri)

Work Schedule :

7 / 3-9 / 1 10 : 30am-7 : 00pm In-Office(Wed, Thurs) / Virtual(Mon, Tues, and Fri)

Work Schedule after 9 / 4 will be 10 : 30am-7 : 00pm and will transition to virtual work with proficiency.

Note : shift days / times are subject to change based on business needs. Must have flexibility with hours.

Salary : Pay ranges between $16.70-$19.50 an hour and is determined based on geographic location and call center / insurance experience.

Job Summary : As a Customer Service Representative with a direct line to our customers, you will be empowered to proactively share knowledge and provide a positive customer experience. You'll help Farmers accomplish our company mission every day.

You'll thrive in this position if you have :

  • Excellent customer focus with an understanding of how to adapt to each customer while focusing on the outcome to solve their problems efficiently with low customer effort. This role is not scripted, and is has a consultative approach to help the customer.
  • The ability to multi-task, working proficiently while conversing on the phone, searching information, reading, typing, and quickly picking up new technology.
  • A preference to working in an ever-changing, fast-paced, contact center environment where you can effectively manage time and exhibit reliability and dependability in attendance.
  • Emotional resiliency to manage feelings and find positive aspects in most situations.

    • Essential Job Functions :

  • Analyze, clarify and resolve intermediate policy and account related questions from internal and external customers.
  • Reviews problems and communicates with appropriate personnel to obtain information when necessary.
  • Responds to customer inquiries through appropriate mediums.
  • Attains performance level standards as outlined in performance objectives.
  • Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.
  • Stays current with relevant product(s).
  • Understands and strives to support organization's overall strategy.
  • Models Farmers core values :
  • Value the diversity and potential of every individual
  • Exceed our customers' expectations
  • Stand up for what is right
  • Performs other duties as assigned.

    • Core Competencies :

  • Business Results : Meets individual performance, metrics and goals.
  • Innovation : Identifies and suggests innovative process changes to support business practices.
  • Communication : Above average written and verbal communication skills.
  • Job Knowledge : Intermediate billing, underwriting guidelines and policy processing.
  • Team Work : Accepts feedback when offered to reach full potential and works well with others in addition to incorporating best practices from others.

    • Physical Actions :

    Besides some sedentary work, job duties require some or all of the following physical activities : Standing, carrying / lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.

    Physical Environment :

    This role, whether performed virtually or in an office setting, operates in an open office working environment which 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 (e.g. others speaking) at normal speaking levels with or without correction.
  • Visually verifies and reads information. Visually locates material, resources and other objects.
  • Ability to 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.

    • Education Requirements :

  • High school diploma or equivalent required.
  • Bachelor's degree preferred.

    • Special Skill Requirement :

  • Critical Thinking
  • Advanced conflict resolution skills
  • Consistently meeting or exceeding performance measurement goals

    • 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
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