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! We are seeking highly motivated, production-driven and team-oriented individuals to operate as Claim Intake Specialists.

QRM is seeking Customer Service Representatives (CSRs) to work as needed in response to catastrophe relief efforts. This is a temporary, remote position, contingent on catastrophe relief needs.

Hours of operation are from Sunday – Saturday 8:00 AM - 8:00 PM CST, hours will be available weekly on a coverage form and from there you request the shifts that work best for you!

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.

Candidates must have their own computer with at least 8GB RAM and a cell phone for the role, a QRM laptop/computer will not be provided. It is also preferred that candidates have a headset.

Computer Requirements:
• Operating System – Windows 10, Windows 11, Windows Home.
• Not Supported – Chromebooks, macOS, Linux, Etc.

Network Requirements:
• Upon hire a Speedtest (www.speedtest.net) and System Hardware Check must be run from the computer the individual will be working from.
• 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.

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
• Must be willing to submit to a background investigation and drug test as part of the onboarding process. Job offers are contingent on background investigations and drug screening results.

Benefits/Compensation:
• Job Type: Temporary/Seasonal
• If a strong performer, ability for rehire during high volume timeframes including end of April – May (Hail Claims), July – October (Hurricane Claims), Christmas – New Year (high call volume Claims).
• Expected Hours: 2 – 40 hours per week
• Pay: $15 per hour
• Ability to work from home when is convenient for you

#LI-Remote

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