Customer Service Representative

3 weeks ago

White House, United States Quality Resource Management Full time
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.
  • Monday-Friday 9:00PM-5:00AM (3rd Shift)
  • Monday-Friday 7:00AM-3:00PM
  • Monday-Friday 9:00AM-5:00PM
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.
  • 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
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 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

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