Customer Service Representative (CSR)

Who is QRM:

Quality Resource Management, LLC (QRM) is an inbound call center serving over 1,000 companies nationwide. We process First Notice of Loss (FNOL) claims, supporting all lines of business. Our flexible service models include 24/7 availability, after-hours support, overflow handling, and specialized CAT (catastrophe) resources.

About the Role:

As a CSR, you’ll be on the front lines helping customers who have just experienced stressful events, such as storms, accidents, or property damage. You will apply the latest customer service techniques, learn our account management systems, and provide empathetic, accurate, and efficient support to improve the customer experience during challenging moments.

• Shift/s Available (CST): Schedule/s below includes a 30-minute unpaid break daily
  • Saturday, Sunday, Monday, Wednesday 11:30 AM - 8:30 PM (34 hours/week)
• Location Requirement: Must reside in an approved state: AL, AR, FL, GA, ID, IA, KS, KY, LA, MS, NE, NC, OK, SC, SD, TN, TX, UT, VA, WI

Key Responsibilities:

• Provide positive customer service and technical expertise through prompt, accurate, and courteous responses
• Offer empathy and support to customers during the claim process
• Collect and document all claim details accurately
• Identify and resolve customer issues according to client-specific instructions
• Use call scripting to ensure consistency and efficiency in handling claims
• Remain available for extended hours or additional shifts during peak periods or emergencies
• Adhere to break and lunch schedules to maintain productivity and coverage

Network Requirements:

• Private, secure internet connection (Ethernet recommended; no public Wi-Fi or VPNs)
• Speed test required upon hire (www.speedtest.net)
• Logins must occur within the U.S.

Desired Characteristics:

• Highly motivated, energetic, and customer-focused
• Positive, confident, and adaptable in fast-paced environments
• Strong ability to read and interpret documents such as police and accident reports
• Skilled in writing routine correspondence and detailed accident descriptions
• Clear, professional telephone presence with the ability to provide constructive feedback both verbally and in writing
• Bilingual in Spanish (preferred, but not required)

Qualifications:

• 18 years or older
• High school diploma or GED
• Must have a personal cell phone
• Excellent communication skills (written and oral)
• Typing speed of 40+ WPM
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows OS
• Reliable, punctual, and able to self-manage
• Ability to multi-task and thrive under pressure
• Must be authorized to work in the U.S. without sponsorship.

Benefits & Compensation:

• Pay: Competitive, starting at $15/hour
• Medical: Eligible 1st day of month following hire
• Ancillary Benefits: Eligible 1st day of month after 60 days (Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA, Telemedicine, Long & Short-Term Disability, Employee Assistance Program, SavvyFi College Savings)
• 401K: Eligible after 6 months
• PTO: Eligible after 90 days