P/C Digital Customer Service Specialist
Not Disclosed•Full-TimeOn-site
location_onMuseum Drive, Museum District, Lansing, Ingham County, Michigan, 48909, United States
About the Team
You will join the Property/Casualty (P/C) Customer Service Team at the Farm Bureau Center in Lansing, MI. This team is dedicated to delivering exemplary customer experiences to policyholders, over 400 agents, and their field office staff. The group serves as a vital bridge between the company and its members, ensuring prompt and professional support across all personal and commercial lines of business.
About the Role
As a P/C Digital Customer Service Specialist, you will be a proficient member of the team responsible for addressing policy, billing, and web-related questions via email, chat, and the website. Your day will involve taking ownership of incoming chats and tickets from both internal and external customers, resolving issues quickly and courteously.
Beyond immediate problem-solving, you will proactively research and resolve policy and billing issues, as well as online account technical grievances. You will document all activities and report back to agent offices to preserve strong customer service relationships. Additionally, you will identify opportunities to promote additional coverages for customers when appropriate. The role also involves leading the department by excelling in all tracked metrics and setting a standard of quality service for Associate P/C Customer Service Specialists.
Hiring Process
Farm Bureau is committed to finding the right talent for this role. Qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Culture & Values
We maintain a professional environment grounded in core values and departmental standards for business conduct. Success in this role requires a deep understanding of company, customer, DIFS, agent, and affiliated company relationships, ensuring that every interaction reflects our commitment to courtesy and professionalism.
Work location
Work model: On-site
Museum Drive, Museum District, Lansing, Ingham County, Michigan, 48909, United States
Lansing, Michigan
Key Responsibilities
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Skills, education and keywords
Skills: Microsoft Powerpoint, Microsoft Onenote, Salesforce, Guidewire, Legacy, Livechat, Michigan Resident Producer P/C License, Ains, Acs, Ais.
Education: High school diploma or equivalent required; Associate's degree with a focus on business administration, management, insurance, or finance preferred.
Frequently asked questions about P/C Digital Customer Service Specialist at Michigan Farm Bureau Family of Companies
What does a P/C Digital Customer Service Specialist at Michigan Farm Bureau Family of Companies do?expand_more
A P/C Digital Customer Service Specialist at Michigan Farm Bureau Family of Companies is responsible for the following: Research and resolve policy, billing, and online account technical grievances; Promote additional coverages for customers when appropriate; Lead the department by excelling in service metrics and setting an example for specialists; and Address policyholder inquiries regarding billing, coverage, and website assistance via chat and email.
What are the requirements for this P/C Digital Customer Service Specialist role?expand_more
Michigan Farm Bureau Family of Companies is looking for candidates who meet the following requirements: High school diploma or equivalent; Minimum six months' experience in the insurance industry; One year of contact center or professional office experience; 60 wpm keyboarding skills with accuracy; One year of experience in telephone and written communications; and Two years of experience in customer service activities.