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! Please note that 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. What is a CAT Customer Service Representative role? This is an on-call position with our CAT Team, activated primarily during natural disasters, severe weather, or other events that impact communities at a regional or national level. Shift availability is determined by the frequency and severity of emergency events. There may be extended periods — sometimes weeks — without any available shifts. We are seeking individuals who are flexible, resilient, and able to respond quickly during times of critical community need. 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). • Pay: $15 per hour • Ability to work from home when is convenient for you #LI-Remote Apply tot his job Apply To this Job