Part-Time Customer Service Representative

Part-Time Customer Service Representative (CSR)

Company Overview:

First Call Claims Solutions, a QRM Company

Quality 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 availability

After-hours support

Overflow handling

Dedicated CAT (catastrophe) response resources

Accurate and efficient data entry services With more than two decades of proven performance, First Call Claims Solutions delivers seamless claims intake, dependable support, and exceptional customer service.

About the Role:

This is a part-time, remote position. Work hours are scheduled based on the times listed below (CST), and you will perform all duties from your home office.

Shift/s Available (CST): Schedule/s below includes a 30-minute unpaid break daily

Saturday 4:00 PM - 10:00 PM & Sunday 7:00 AM - 2:00 PM (12 hours/week)

Saturday 7:00 AM - 12:30 PM & Sunday 7:00 AM - 2:00 PM (12 hours/week)

Saturday (split schedule) 7:00 AM - 12:00 PM / 4:00 PM - 10:00 PM & Sunday 9:00 AM - 1:00 PM(15 hours/week)

Location 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, WI 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.

Key Responsibilities:

Provide positive customer service and technical expertise through prompt, accurate, and courteous responses

Offer empathy and support to customers during the claim process

Collect and document all claim details accurately

Identify and resolve customer issues according to client-specific instructions

Use call scripting to ensure consistency and efficiency in handling claims

Remain available for extended hours or additional shifts during peak periods or emergencies

Adhere to break and lunch schedules to maintain productivity and coverage Network Requirements:

Private, secure internet connection (Ethernet recommended; no public Wi-Fi or VPNs)

Speed test required upon hire

Logins must occur within the U.S. Desired Characteristics:

Highly motivated, energetic, and customer-focused

Positive, confident, and adaptable in fast-paced environments

Strong ability to read and interpret documents such as police and accident reports

Skilled in writing routine correspondence and detailed accident descriptions

Clear, professional telephone presence with the ability to provide constructive feedback both verbally and in writing

Bilingual in Spanish (preferred, but not required) Qualifications:

18 years or older

High school diploma or GED

Must have a personal cell phone

Excellent communication skills (written and oral)

Typing speed of 40+ WPM

Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

Basic understanding of Windows OS

Reliable, punctual, and able to self-manage

Ability to multi-task and thrive under pressure

Must be authorized to work in the U.S. without sponsorship. Benefits & Compensation:

Pay: Competitive, starting at $15/hour

Benefits:

20+ hours/week: Eligible for ancillary benefits starting the 1st day of the month following 60 days of employment, including Dental, Accident Insurance, Critical Illness, and SavvyFi College Savings

Less than 20 hours/week: Eligible for SavvyFi College Savings starting the 1st day of the month following 60 days of employment

401K: Eligible after 6 months

PTO: Eligible after 90 days

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