Part-Time Bilingual Customer Service Representative

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.

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

Ancillary Benefits (20+ Hours per week): Eligible 1st day of month after 60 days (Dental, Accident Insurance, Critical Illness,  SavvyFi College Savings)

Ancillary Benefits (Less than 20 Hours per week): Eligible 1st day of month after 60 days (SavvyFi College Savings)

Employee Assistance Program: Eligible 1st day of the month following date of hire

401K: Eligible after 6 months

PTO: Eligible after 90 days

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