What are the responsibilities and job description for the Part-Time Customer Service Representative position at Quality Resource Management?
Part-Time Customer Service Representative (CSR)
Who is QRM:
Quality Resource Management, LLC (QRM) is an inbound call center serving over 1,000 companies nationwide. We process First Notice of Loss (FNOL) claims, supporting all lines of business. Our flexible service models include 24/7 availability, after-hours support, overflow handling, and specialized CAT (catastrophe) resources.
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 and Sunday 9:30 AM - 5:30 PM (15 hours/week)
- Wednesday, Thursday, Friday 3:30 PM - 9:00 PM and Sunday 8:30 AM - 6:30 PM (26 hours/week)
- Thursday, Friday 4:30 PM - 8:30 PM, and Sunday 12:00 PM - 8:30 PM (16 hours/week)
- Wednesday, Thursday, Friday 3:00 PM - 6:30 PM, Saturday 8:00 AM - 1:00 PM, and Sunday 8:30 AM - 4:30 PM (23 hours/week)
- Wednesday, Friday 5:00 PM - 10:00 PM, and Saturday 9:30 AM - 5:30 PM (17.5 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 (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
- 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