Customer Service Representative

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:

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.

• Shift (CST): Includes a 30-minute unpaid break each day
  • Monday-Friday 10:00 AM - 6:00 PM (37.5 hours per 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

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 (www.speedtest.net)
• 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

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: Based on experience
• Medical: Eligible 1st day of month following hire
• Ancillary Benefits: Eligible 1st day of the month after 60 days (Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA, Telemedicine, Long & Short-Term Disability, SavvyFI College Savings)
• Employee Assistance Program: Eligible 1st day of the month following hire
• 401K: Eligible after 6 months
• PTO: Eligible after 90 days

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