Temporary Remote Catastrophe (CAT) 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.

Key Points:

• Temporary / On-call: No guaranteed weekly hours.
• Scheduling: Rotating and flexible. Shifts are posted weekly. Employees select shifts based on availability.
  • Shift Options Include: (Shift length minimum 2 hours)
    • Weekends: Available during any weekend (1st-5th weekends of the month)
    • Weekdays: 8:00 AM - 4:00 PM, 4:00 PM - 12:00 AM, or flexible hours
    • Flexible Availability: Combination of weekday and weekend shifts
• 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

Operations run 24/7/365, including holidays. Due to the nature of this role, extended periods without shifts may occur.

About the Role:

The CAT (Catastrophe) Customer Service Representative is an on-call, temporary position activated during natural disasters, severe weather, or other events affecting communities regionally or nationally.

You will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time.

Key Responsibilities:

• Deliver positive customer service by providing prompt, accurate, and courteous support.
• Demonstrate empathy and professionalism while guiding customers through the claims process.
• Accurately collect, document, and update claim details provided by customers.
• Follow client-specific handling instructions to identify and resolve customer issues.
• Utilize call scripting to ensure consistency, efficiency, and compliance during customer interactions.

Network Requirements:

• Own a Windows 11 computer (Chromebooks, macOS, Linux not supported) with 8GB+ RAM
• Private, secure internet connection (Ethernet recommended; no public Wi-Fi, VPNs, or cellular-based internet connections)
• Cell phone (headset recommended)

Desired Characteristics:

• Highly motivated, energetic, and customer-focused
• Positive, confident, and adaptable to fast-paced situations

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.

Compensation:

• Pay: $15/hour
• Temporary/Seasonal with rehire opportunities during high-volume periods:
  • April - May (Hail Claims)
  • July - October (Hurricane Claims)
  • Christmas - New Year (High Call Volume Claims)
• Work from home when convenient