Bilingual Remote 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! 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 3:00PM - 11:00PM

Please note that QRM only employs individuals in the following U.S. states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Carolina, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, and Wisconsin. 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, type at least 40WPM, and have a cell phone.

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

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