Customer Service Representative

Customer Service RepresentativeFirst Call Claims Solutions, a QRM CompanyQuality Resource Management, LLC (QRM), doing business as First Call Claims Solutions, is a trusted inbound call center with over 25 years of experience serving more than 1,000 companies nationwide. We specialize in processing First Notice of Loss (FNOL) and First Notice of Incident (FNOI) claims across all lines of business.Our flexible service models are designed to meet the unique needs of each client, offering:24/7 availabilityAfter-hours supportOverflow handlingDedicated CAT (catastrophe) response resourcesAccurate and efficient data entry servicesWith more than two decades of proven performance, First Call Claims Solutions delivers seamless claims intake, dependable support, and exceptional customer service.About the Role:The Customer Service Representative (CSR) is responsible for delivering exceptional customer service by collecting and documenting First Notice of Loss (FNOL) details. This role involves responding to customer inquiries with professionalism and empathy, accurately entering information into designated systems, and helping build strong, lasting relationships with our valued customers.As a CSR, you'll be on the front lines helping customers who have just experienced stressful events, such as storms, accidents, or property damage. You will apply the latest customer service techniques, learn our account management systems, and provide empathetic, accurate, and efficient support to improve the customer experience during challenging moments.Available Shifts (CST): Includes a 30-minute unpaid break each dayMonday - Friday 7 AM - 3 PMMonday - Friday 8 AM - 4 PMSunday - Thursday 7 AM - 3 PMSunday - Thursday 8 AM - 4 PMLocation Requirement: Must reside in an approved state: AL, AR, FL, GA, ID, IA, KS, KY, LA, MS, NE, NC, OK, SC, SD, TN, TX, UT, VA, WIKey Responsibilities:Provide positive customer service and technical expertise through prompt, accurate, and courteous responsesOffer empathy and support to customers during the claim processCollect and document all claim details accuratelyIdentify and resolve customer issues according to client-specific instructionsUse call scripting to ensure consistency and efficiency in handling claimsRemain available for extended hours or additional shifts during peak periods or emergenciesAdhere to break and lunch schedules to maintain productivity and coverageNetwork Requirements:Private, secure internet connection (Ethernet recommended; no public Wi-Fi or VPNs)Speed test required upon hire ( must occur within the U.S.Desired Characteristics:Highly motivated, energetic, and customer-focusedPositive, confident, and adaptable in fast-paced environmentsStrong ability to read and interpret documents such as police and accident reportsSkilled in writing routine correspondence and detailed accident descriptionsClear, professional telephone presence with the ability to provide constructive feedback both verbally and in writingQualifications:18 years or olderHigh school diploma or GEDMust have a personal cell phoneExcellent communication skills (written and oral)Typing speed of 40+ WPMBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Basic understanding of Windows OSReliable, punctual, and able to self-manageAbility to multi-task and thrive under pressureMust be authorized to work in the U.S. without sponsorship.Benefits & Compensation:Pay: Based on experienceMedical, FSA, Dependent Care & Employee Assistance Program (EAP): Eligible on the 1st day of the month following hireAncillary Benefits (Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Telemedicine, Long- & Short-Term Disability, SavvyFI College Savings) : Eligible on the 1st day of the month after 60 days of employment401K: Eligible after 6 monthsPTO: Eligible after 90 days