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Customer Service Representative
2 months ago
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.
- Monday-Friday 9:00PM-5:00AM (3rd Shift)
- Monday-Friday 7:00AM-3:00PM
- Saturday-Wednesday 11:00PM-7:00AM (3rd Shift)
- Monday-Friday 9:00AM-5:00PM
- Monday-Friday 10:00AM-6:00PM
- 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.
- Successfully demonstrates QRM's core values
- Customer first: fulfills customer needs with compassion
- Self-motivated: takes initiative and commits to the task at hand
- Teamwork: promotes unity over self
- Continuous improvement: strives for daily growth
- 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.
- High School Diploma or general education degree (GED) required.
- 1-2 years of quality assurance experience preferred.
- 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.
- Competitive compensation
- 30+ hours per week
- Medical: Eligible 1st day of month following date of hire.
- Ancillary Benefits: Eligible 1st 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
