Customer Services Representative

BCforward is currently seeking a highly motivated Customer Service Representative for an opportunity in Anywhere from West Virginia or Columbus, Ohio or Sylvania, OH - Remote!

Position Title: Customer Service Representative

Location: Anywhere from West Virginia or Columbus, Ohio or Sylvania, OH - Remote

Anticipated Start Date: 15th June - Client is expecting 100% attendance for the first 90 days

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6 months, possible extension based on business needs

Job Type: Remote

Pay Range: $19.00/hr.- $21/hr.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

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, deescalate caller situations, adapt quickly to change, and working in a team environment.

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 documents 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:

• 2 years of Customer Service experience.
• 1 year 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.

Schedule & Work Conditions:

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

Additional Requirements:

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.

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.