[Hiring] Customer Service Representative @First Call

Role Description

The 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
• Helping build strong, lasting relationships with 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 account management systems
• Provide empathetic, accurate, and efficient support to improve the customer experience during challenging moments

Available Shift's (CST): Includes a 30-minute unpaid break each day

• Monday - Friday 7:30 AM - 4 PM Central Time

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

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

Requirements

• 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.

Benefits

• 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