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! We are seeking a highly motivated, production-driven, and team-oriented individual to join our Operations team.
QRM is seeking a Bilingual 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 times needed for the role are listed below in CST! This is a Bilingual remote position working from your home office.
- Monday - Friday 10:00AM - 6:00PM
Duties/Responsibilities:
- Customer Service and Claim Intake
- Deliver excellent customer service and technical expertise through prompt, accurate, and courteous responses to customer inquiries in both English and Spanish.
- Provide empathy and support to customers throughout the claims process, ensuring clear communication in their preferred language.
- Accurately collect and document all claim details shared by customers into the designated system.
- Resolve customer issues by following client-specific handling instructions.
- Use call scripting to ensure consistency and efficiency in claim handling and customer interactions.
- Punctuality and Reliability
- Maintain a reliable attendance record in compliance with the Attendance Policy.
- Adhere to scheduled breaks and lunches to ensure consistent productivity and customer service coverage.
Required Skills/Abilities:
- Language Skills
- Fluency in both English and Spanish, including reading, writing, and verbal communication.
- 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.
- 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.
Education and Experience:
- High School Diploma or general education degree (GED) required.
- 1-2 years of quality assurance experience preferred.
Physical Requirements:
- Prolonged periods sitting, listening, and observing or working on a computer.
- The employee is occasionally required to stand, walk and reach with hands and arms.
- Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
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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