What are the responsibilities and job description for the Remote Bilingual Customer Service Representative position at Quality Resource Management?

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 10 : 00AM - 6 : 00PM

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.

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

Medical : Eligible 1st day of month following date of hire.

Ancillary Benefits : Eligible 1st day of month following 60 days of employment.

Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA (Flex Savings Account), Telemedicine, Long & Short-Term Disability, Employee Assistance Program, SavvyFi- College Savings

401K : Eligible after 6 months of employment

PTO : Eligible after 90 days of employment

Employee Assistance Program

LI-Remote

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Remote Bilingual Customer Service Representative

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