Temporary Remote Catastrophe (CAT) Customer Service Representative

Who Is QRM

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!

What is a CAT Customer Service Representative role?

This is an on-call position with our CAT Team, activated primarily during natural disasters, severe weather, or other events that impact communities at a regional or national level.

Shift availability is determined by the frequency and severity of emergency events. There may be extended periods — sometimes weeks — without any available shifts.

We are seeking individuals who are flexible, resilient, and able to respond quickly during times of critical community need.

What does a CAT Customer Service Representative do?

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

Our CSRs Are Responsible For The Following Tasks

• Provides positive customer service and technical expertise through prompt, accurate, and courteous responses to customer needs.
• Offers empathy and support to customers during the claim process.
• Collects and documents all claim details provided by the customer into the claim accurately.
• Identifies and resolves customer issues by adhering to clients-specific handling instructions.
• Utilizes call scripting to ensure consistency and efficiency in handling customer claims and inquiries.
  
  

Candidates must have their own computer with at least 8GB RAM and a cell phone for the role, a QRM laptop/computer will not be provided. It is also preferred that candidates have a headset.

Computer Requirements

• Operating System - Windows 10, Windows 11, Windows Home.
• Not Supported - Chromebooks, macOS, Linux, Etc.
  
  

Network Requirements

• Upon hire a Speedtest (www.speedtest.net) and System Hardware Check must be run from the computer the individual will be working from.
• 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.
  
  

Desired Characteristics

QRM provides all new employees with training, encouraging all positive, driven, and confident applicants to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (40+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating systems
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow up on customer issues
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• The ability to thrive in a fast-paced environment
• Must be authorized to work in the country where the job is based
• Must be willing to submit to a background investigation and drug test as part of the onboarding process. Job offers are contingent on background investigations and drug screening results.
  
  

Benefits/Compensation

• Job Type: Temporary/Seasonal
• If a strong performer, ability for rehire during high volume timeframes including end of April - May (Hail Claims), July - October (Hurricane Claims), Christmas - New Year (high call volume Claims).
• Pay: $15 per hour
• Ability to work from home when is convenient for you