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.
About the Role:
We are looking for a Customer Service Representative who is fully bilingual in Spanish and English, both written and spoken. This role requires excellent communication skills, the ability to assist Spanish-speaking customers, and strong attention to detail.
The Bilingual Customer Service Representative (CSR) is responsible for delivering exceptional customer service by collecting and documenting First Notice of Loss (FNOL) details. This role involves responding to customer inquiries with professionalism and empathy, accurately entering information into designated systems, and helping build strong, lasting relationships with our valued customers.
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.
Shift (CST): Includes a 30-minute unpaid break each day
Schedules are customizable to align with both employee preferences and business needs. Upon hiring you will be asked to finalize your schedule choosing from any day of the week (Monday–Sunday), with available hours ranging from 7:00 AM to Midnight.
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
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 (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: Based on experience
Medical, FSA, Dependent Care & Employee Assistance Program (EAP): Eligible on the 1st day of the month following hire
Ancillary Benefits
(Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Telemedicine, Long- & Short-Term Disability, SavvyFI College Savings)
: Eligible on the 1st day of the month after 60 days of employment
401K: Eligible after 6 months
PTO: Eligible after 90 days
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