Bristol West Customer Service Associate

About the Role

As a BW Claims Customer Service Associate at Farmers Insurance, you will be a key member of a diverse and collaborative team, supporting customers when they need it most. You will be the first point of contact, assisting with a wide range of situations, including auto and roadside assistance. This is a fully remote position requiring a dedicated workspace free of noise and distractions.

Key Responsibilities

• Respond to inbound telephone inquiries in a Claims Contact Center.
• Initiate auto and homeowner claims by obtaining preliminary loss information from agents, insureds, and third parties.
• Provide customers with an explanation of the claims process.
• Authorize services such as roadside assistance and rental cars.
• Efficiently and accurately complete customer inquiries regarding the status of existing claims.
• Clearly and accurately document all customer interactions in the claim file.
• Maintain job knowledge through intermittent training and incorporate new information into daily tasks.
• Guide customers through the claims process, setting clear expectations.
• Take inbound calls from your home.
• Be part of a structured work environment, taking calls up to 7 hours of your day.

Requirements & Tech Stack

• Strong verbal communication and active listening skills.
• Proficient in both written and spoken English.
• Assumes personal accountability for actions and outcomes.
• Possesses flexibility to work in a fast-paced, dynamic environment.
• Strong technical aptitude, including the ability to navigate multiple systems, computer screens, and communication platforms simultaneously.
• Ability to troubleshoot connectivity issues, if needed.
• Typing speed of at least 30 WPM with 90% accuracy.
• Typing Assessment will be administered.

Qualifications

• High School Diploma or equivalent.
• Customer service experience is highly preferred.
• Remote contact center experience is a plus, but not required.
• Spanish Bilingual Candidates are eligible for a 10% pay differential (must be fluent in reading and speaking Spanish).

Training & Compensation

• Paid Training: Monday-Friday, 8:00 AM-4:30 PM Central Time / 9:00 AM-5:30 PM Eastern Time, for 3 weeks.
• Starting Pay: $18.23–$20.66 per hour, based on geographic location and experience.

Work Environment

• This role operates in a fully remote setting.
• A dedicated workspace, free of noise and distractions, is required.
• The role operates in an environment that includes normal and customary distractions, noise, and interruptions.
• Sits or stands for extended periods of time, up to a full work shift.
• Reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information at normal speaking levels.
• Visually verifies and reads information.
• Visually locates material, resources and other objects.
• Ability to operate a computer for extended periods of time.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment.

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