What are the responsibilities and job description for the Call Center Representative position at BCForward?
Customer Service Representative- PM
Worksite: 100% Remote Role
Duration: 6 months with possibility of extension
Tentative Start date: June 15th, 2026
The client is expecting 100% attendance for the first 90 days.
Responsibilities:
The Customer Services Representative will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming and outgoing phone, email and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and working in a team environment.
M-F, shifts 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
Key Responsibilities
-Answer incoming phone calls, chats, and or emails
-Conduct outreach phone calls and or emails
-Provide outstanding customer service
-Recognize and follow call flows with scripts
-Research and review customer inquiries
-Research information using multiple systems
-Relay research findings and outcomes to customers
-Manage customer contact while balancing the entry and review of all customer documentation
-Successfully achieve individual production metrics and contribute to the success of the broader teams goals
-Maintain compliance and adhere to quality standards aligned to reduce operational risk
-Protect the privacy of clients while using multiple data sources and systems
-Identify and escalate appropriate issues
-Clearly document call information and encounters in call logs
-Recognize and alert management of risk and trends
-Quickly transition from one task to another
-Maintain a professional demeanor
-Other duties as assigned
Basic Qualifications:
-2yr of Customer Service experience
-1yr of Call Center Agent experience
- 6 months of Utilities or Health & Public Services experience.
Preferred Qualifications:
- 6 months of Accenture Health & Public Services experience (Conversion). Example would be State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services.
- Former Transaction Processing Experience.
Requirements of the Role:
-High School Diploma or GED
-Internet access sufficient to handle calls received via the Internet
-Quiet and private remote work location
-Proficiency with computers: Experience using the internet, email via Outlook, etc.
-Data entry experience
-Listening, verbal, and written communication experience
-Microsoft Office (Excel, Word, Outlook, and Teams) experience
-High School Diploma/GED
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.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.
BCforward is an equal opportunity employer.
Salary : $19 - $21