[Hiring] Part-Time 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 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

• Sunday & Monday First Shift (7a-3p)
• Thursday & Friday Second Shift (3p-11p)
• Monday, Wednesday & Friday Mid Shift (12p-6p)
• Saturday ONLY second shift (2p-10p)
• Sunday - Tuesday second Shift (3p-9p)

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
• 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 of the month following hire
• 401K: Eligible after 6 months
• PTO: Eligible after 90 days