What are the responsibilities and job description for the Customer Service Rep - 100% Remote position at BCForward?
BCforward is currently seeking a highly motivated Customer Service Rep for an opportunity in 100% Remote (United States)
Job Details:
Position Title: Customer Service Rep
Location: 100% Remote (United States)
Duration: 3 months Contract
Job Description
We are seeking a Rep, Customer Service to join our team. The ideal candidate will have experience supporting service-related call center or non-call center environments, strong proficiency in Microsoft Office and data entry, and a proven ability to resolve customer inquiries, manage escalations, and coordinate cross-functional solutions.
Responsibilities:
- Interface with customers to resolve 1st and 2nd tier customer service queries and escalations.
- Verify contacts and account information and document interactions accurately.
- Examine issues and implement appropriate corrective actions to fulfill customer requests.
- Escalate complex requests to supervisors or field locations for immediate action as needed.
- Maintain logs, reports, records, and files to ensure accurate tracking of cases.
- Investigate, analyze, coordinate, and track complex customer issues through resolution.
- Make proactive outreach to accounts requiring close attention and drive issue resolution.
- Collaborate with offshore call centers to address process questions and specialized scenarios.
- Prepare customer billings, address billing questions, and coordinate resolutions with collections and other teams.
- Perform order fulfillment, including receiving orders, reconciling details, tracking in spreadsheets, and following up with customers.
- Adhere to compliance and information security policies, practices, and procedures.
- Follow established guidelines and recommend procedural improvements where appropriate.
- Coordinate with other departments to resolve customer needs efficiently.
Required Skills & Qualifications:
- Customer service experience with general knowledge of company products and processes.
- Proficient MS Office skills and ability to track work in spreadsheets.
- Ability to navigate computerized data entry systems and relevant applications.
- Strong problem solving, documentation, and communication abilities.
- 1–2 years of related experience in customer support or operations.
- High School diploma or equivalent.
Preferred Skills:
- Escalation handling and proactive communication with customers.
- Experience with billing inquiry resolution and order fulfillment processes.
- Familiarity with compliance adherence and process navigation in regulated environments.
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.
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.
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 : $21 - $21