Customer Service Associate

Title: Bristol West Customer Service Associate: Kansas City, KS • Caledonia, MI • OKC, OK • FL • TX

Location:

5665 North Kraft Lake Drive, Caledonia, MI 49316

10200 Abilities Way, Kansas City, KS 66111

7340 W. Memorial Road, Oklahoma City, OK 73142

19111 Dallas Parkway, Dallas, TX 75287

Job Description:

We are Farmers - where ambition meets opportunity.

At Farmers, we're not just known for unforgettable jingle - we're a team with a passion for purpose and making a real difference in people's lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn't just a goal - it's a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

Join an award-winning, equal opportunity employer, where you'll find more than a job - you'll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

Workplace: Remote ( #LI-Remote )

Department and Training Overview

• Paid Training: Monday-Friday, 8:00AM-4:30PM Central Time / 9:00AM-5:30PM Eastern Time, 3 weeks.

• Starting Pay: $18.23-$20.66 per hour, based on geographic location and experience.

• Spanish Bilingual Candidates eligible for a 10% pay differential (must be fluent in reading and speaking Spanish).

• Work Location: This is a fully remote position. However, applicants must reside within 50 miles of one of the following office locations to be eligible for future promotional opportunities:

• 5665 North Kraft Lake Drive, Caledonia, MI 49316

• 10200 Abilities Way, Kansas City, KS 66111

• 7340 W. Memorial Road, Oklahoma City, OK 73142

• 19111 Dallas Parkway, Dallas, TX 75287

A dedicated workspace, free of noise and distractions is required.

A Day in the Life of a BW Claims Customer Service Associate

As a valued member of a diverse and collaborative team, you play a key role in supporting our customers when they need us most.

• You're the first voice they hear, assisting with a wide range of situations, from auto and roadside assistance.

• Working remotely, you'll take inbound calls from the comfort of your home, with access to a variety of shift options.

• Structured work environment, taking calls up to 7 hours of your day.

• You guide customers through the claims process, setting clear expectations and helping them feel at ease.

• Accuracy and attention to detail are essential, and you'll be fully trained to document each interaction with care.

• You're part of a supportive team environment, where collaboration and encouragement are part of the daily routine, led by a dedicated supervisor.

Essential Job Functions

Responds to inbound telephone inquiries in a Claims Contact Center.

• Initiates auto and homeowner claims by obtaining preliminary loss information from agents, insureds and third parties.
• Provide customers with an explanation of the claim process.
• May authorize services such as road side assistance and rental cars.
• Responsible for efficient and accurate completion of customer inquiries regarding the status of existing claims.
• Ensures all customer interactions are clearly and accurately documented in the claim file.
• Maintains job knowledge through intermittent training/learning and incorporates new information into daily tasks.

Key Qualifications

• Strong verbal communication and active listening skills.
• Proficient in both written and spoken English.
• Assumes personal accountability for actions and outcomes.
• Possesses flexability to work in a fast paced, dynamic environment.

Experience & Skills

• Strong technical aptitude, including the ability to navigate multiple systems, computer screens, and communication platforms simultaneously.

• Ability to troubleshoot connectiviety issues, if needed.

• Typing speed of at least 30 WPM with 90% accuracy.

• A Typing Assessment will be administered, if considered for the role.

• Customer service experience is highly preferred.

• Remote contact center experience is a plus, but not required.

Education Requirements

• High School Diploma or equivalent High School diploma or equivalent required.

Physical Actions & 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.

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

Job Location(s): US - MI - Grand Rapids, US - FL, US - KS - Kansas City, US - MI - Caledonia, US - MO - Kansas City, US - OK - Oklahoma City, US - TX

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Farmers 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.