Who is QRM:

Quality Resource Management, LLC (QRM) is an inbound call center focused on customer service, & benefits compliance, succeeding in becoming a valued and growing resource in a pool of clientele with over 1000 companies. QRM has been awarded Great Place to Work twice! We are seeking a highly motivated, production-driven, and team-oriented individual to join our Operations team.

QRM is seeking a Customer Service Representative (CSR) that will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time.

This is a full-time position working approximately 30-40 hours per week. The needed times for the role are listed below in CST, you choose the shift that works for you within these times! This is a remote position working from your home office.

Duties/Responsibilities:

• Customer Service and Claim Intake
  • Provides positive customer service and technical expertise through prompt, accurate, and courteous response to customer information needs.
  • Offers empathy and support to customers during the claim process.
  • Collects and documents all claim details provided by the customer into the claim accurately.
  • Identifies and resolves customer issues by adhering to clients-specific handling instructions.
  • Utilizes call scripting to ensure consistency and efficiency in handling customer claims and inquiries.
• Punctuality and Reliability
  • Remains available for extended hours or additional shifts during peak periods or emergency situations to provide critical support.
  • Adheres to break and lunch schedules to maintain productivity and ensure consistent customer service coverage.

Required Skills/Abilities:

• Language Skills
  • Ability to read and interpret documents such as police and accident reports. Ability to write routine correspondence and detailed accident descriptions. Ability to project a confident, clear, and professional telephone presence. Ability to provide feedback verbally and written in a positive, professional manner.
• Bi-lingual in Spanish Preferred
• Computer Skills
  • To perform this job successfully, an individual should have knowledge of and ability to navigate basic computer functions, including Microsoft Word and Excel and type at least 40wpm.

Education and Experience:

• High School Diploma or general education degree (GED) required.
• 1-2 years of quality assurance experience preferred.

Network Requirements:

• Upon hire a Speed Test must be run from the computer the individual will be working from (www.speedtest.net).
• Ethernet connection is not required, however strongly recommended.
• Must be on a private network, not allowed to work in public locations.
• No VPNs are allowed, as logins must happen in the US.

Benefits/Compensation:

• Competitive compensation
• 30+ hours per week
  • Medical: Eligible 1^st day of month following date of hire.
  • Ancillary Benefits: Eligible 1^st day of month following 60 days of employment.
    • Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA (Flex Savings Account), Telemedicine, Long & Short-Term Disability, Employee Assistance Program, SavvyFi- College Savings
• 401K: Eligible after 6 months of employment
• PTO: Eligible after 90 days of employment
• Employee Assistance Program