Temporary Remote Catastrophe (CAT) Customer Service Representative

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 1,000 companies. QRM has been awarded Great Place to Work twice!
 

Location:
Remote. QRM only employs individuals in the following U.S. states:
Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Carolina, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, and Wisconsin.

About the Role:

The CAT (Catastrophe) Customer Service Representative is an on-call, temporary position activated during natural disasters, severe weather, or other events affecting communities regionally or nationally.

Key Points:

• Temporary / On-call: No guaranteed weekly hours.
• Shift Length: Minimum 2 hours.
• Scheduling: Rotating and flexible. Shifts are posted weekly. Employees select shifts based on availability.
• Shift Options Include:
  • Weekends (1st – 5th of the month)
  • Weekdays (8 AM – 4 PM, 4 PM – 12 AM, or flexible)
  • Flexible availability for both weekdays and weekends

Operations run 24/7/365, including holidays. Due to the nature of this role, extended periods without shifts may occur.

What does a CAT Customer Service Representative do?

You will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time.

Our CSRs are responsible for the following tasks:

• Provides positive customer service and technical expertise through prompt, accurate, and courteous responses to customer 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.

Requirements:

• Must have your own Windows 10/11 computer (Chromebooks, macOS, Linux not supported) with at least 8GB RAM.
• Must have a cell phone and preferred headset.
• Private, secure internet connection required (Ethernet recommended). No public Wi-Fi or VPNs.

Desired Characteristics:

QRM provides all new employees with training, encouraging all positive, driven, and confident applicants to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (40+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating systems
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow up on customer issues
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• The ability to thrive in a fast-paced environment
• Must be authorized to work in the country where the job is based

Compensation:

• Pay: $15/hour
• Temporary/Seasonal with rehire opportunities during high-volume periods:
  • April – May (Hail Claims)
  • July – October (Hurricane Claims)
  • Christmas – New Year (High Call Volume Claims)
• Work from home when convenient

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