Call Center Representative - Remote

BCForward is currently looking for Call Center Rep – Remote in Columbus OH

Position Title: Call Center Rep - Remote

Location: Columbus OH

Expected Duration: 6 months.

Shift: Monday – Friday (any 8-hour shift between 8:00 am to 6:30 pm EST)

Shift Schedule: Daily hours and shifts may vary, with a rotational requirement for after-hours coverage and opportunities for Overtime as needed to support storm related activities.

Job Description

We are seeking a Customer Service Representative to join our team. The ideal candidate will have strong experience in call center customer support across phone, email, and chat and a proven ability to deliver first contact resolution, de-escalate issues, and meet production and quality metrics.

Responsibilities:

• Answer incoming phone calls, chats, and emails and conduct outreach as needed.
• Provide customer service using call flows and scripts.
• Research and review customer inquiries across multiple systems and relay findings.
• Manage interactions while entering and reviewing all related documentation.
• Achieve individual production metrics and contribute to team goals.
• Maintain compliance and adhere to quality standards to reduce operational risk.
• Protect client privacy while navigating multiple data sources and systems.
• Identify, document, and escalate issues and trends; alert management of risks.
• Clearly document call information and encounters in call logs.
• Quickly transition between tasks while maintaining a professional demeanor.
• Perform other duties as assigned.

Required Skills & Qualifications:

• 2 years of customer service experience, including 1 year as a call center agent.
• 6 months of experience in Utilities or Health & Public Services.
• High School Diploma or GED.
• Proficiency with computers, internet, and Outlook; accurate data entry.
• Effective listening, verbal, and written communication skills.
• Microsoft Office experience (Excel, Word, Outlook, Teams).
• Quiet and private remote work location with reliable internet to handle calls.

Preferred Skills:

• Accenture Health & Public Services experience (e.g., State Medical Assistance, TANF, SNAP, LIHEAP, Child Support Enforcement, or Early Childhood Education and Care Services).
• Transaction processing experience.

Role Details

• Worker Sub-Type: Regular. Employee Type: Contractor (direct sourcing). Career Level: CL13.
• Schedule: Monday to Friday, shifts between 8:00 a.m. and 6:30 p.m. EST. Rotational after-hours coverage and overtime as needed for storm-related activities.
• Overtime Type: Non-Exempt.
• Contract End Date: 6 months.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.