Customer Service Representative in a hybrid role supporting Icelandic speaking customers for Booking. Responsible for inquiries and mediation between travelers and accommodation suppliers.
About the role
- Customer Care Representative responsible for customer inquiries and insurance policy support at Farmers. A hybrid role with training and customer service interaction across various channels.
Responsibilities
- Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements
- Communicate with customers and agents 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
- 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
Requirements
- High School Diploma or equivalent required
- Property and Casualty license will be required for this role, Farmers will help you in getting the required license
- Minimum of 1-3 years customer service experience
- 1 year of experience in call center environment or related field preferred
- Strong technical aptitude: Intermediate computer skills with ability to navigate multiple systems simultaneously
- Experience with Microsoft Office suite of tools preferred
Benefits
- 401(K) Plan
- Generous PTO
- Tuition Reimbursement
- Paid Training
- Annual performance-based bonus potential up to 10%
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