Customer Care Rep Trainee

Customer Service
Ohio Farmers Insurance Co
1800007B Requisition #
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 Customer Care Representative Trainee Job Summary

  • Salary:  $28,000 annually
  • Must be available to work  a rotating schedule between 8:00 a.m. and 8:00 p.m. Monday - Friday. 
  • Start date will be 9/4/18

The Customer Care Center Representative Trainee is a 6-month position that builds skills necessary to function as the primary contact for all customers on billing inquiries and/or claims first notice of loss entry via phone, fax, and electronic mail.  The trainee is responsible for learning and demonstrating the behavioral and technical skills for the role as defined in our voice quality assessments. Behaviors include proactive guidance, active listening, positive language, product knowledge, information accuracy, and procedural/ legal compliance.  The trainee is expected to demonstrate respect and integrity at all times and behavioral and technical skills at emerging level within 6 months to be considered for open positions in the Customer Care Center. Must be able to perform the essential functions and meet the physical requirements of the Customer Care Representative position.


Essential Functions (primary functions and/or reasons the job exists in order of importance)

1. Attends and actively participates in Customer Care training classes. Demonstrates knowledge learned via quizzes, live calls, role plays and in class activities.

2. Answers incoming calls for Customer Care Center (Billing or Claims)

a. Billing:   Provides information, answers questions, researches situations, makes decisions and/or solves problems to provide effective customer service to customers, agents, and Westfield employees.  Develops a working knowledge of the billing system and policy system. Develops a working knowledge of all functions in the Customer Care Center, including cancellation workflow, cash processing, bad checks, electronic payments, drafts, and research.

b. Claims:  Develops knowledge and understanding of claims process to provide information, answer questions, obtain loss information, research situations, and/or solve problems to provide effective customer service to customers, agents, claimants, vendors, and Westfield employees.  Develops a working knowledge of the claim system and policy system.   Begins initial investigation on file by obtaining information from reporting party (phone, fax, electronic mail) regarding event, liability, and damages, as well as names of injured parties.  Advises caller on applicable deductible.  Enters all needed information into claims system. Completes triage services as needed.

3. Develops productive work habits and time management skills to ensure schedule adherence and work within established service level agreements for contact center.


Desired Qualifications/Experience/Certification/Education (in order of importance)

1. Minimum one year work experience, preferably in service related position.

2. Strong customer service skills.

3. Strong oral, written, and interpersonal communication skills.

4. Strong data entry skills, with proficiency in keyboarding and operating a calculator.

5. Capable of working with all levels of the organization and external customers.

6. High School Diploma, GED, or commensurate work experience.


Physical Requirements (specific to the role) 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).

• Ability to communicate effectively in a collaborative work environment utilizing various technologies such as:  telephone, computer, web, voice, teleconferencing, e-mail, etc.

• Regular on-site attendance required.


This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.


We are an equal opportunity employer/minority/female/disability/protected veteran.

If you need assistance applying for a job with the online application process because of a disability, please contact the Human Resources department at This assistance is limited to those applicants who need help due to a disability.

We are an equal opportunity employer/minority/female/disability/protected veteran.

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