Customer Solutions Rep

Job Title: US - Customer Solutions Rep IV - US4

Location: Boise, ID (Onsite Tue-Thu)

Duration: Contract - 24 months

Pay Range: 16 to 16.21/hr

Job ID: 372269

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Customer Solutions Representative IV to join our team. The ideal candidate will bring strong customer service expertise, case management proficiency, and experience with entitlement validation. The candidate will apply judgment to resolve complex issues, mentor peers, and drive process improvements while operating with minimal supervision.

Responsibilities:

• Validate customer entitlement, create and route cases, and dispatch end users to proper resources.
• Monitor service events through completion for compliance and quality.
• Manage service requests across multiple access channels, including phone and chat.
• Analyze customer feedback and access/case management statistics to provide resolutions and insights.
• Lead or participate in process and quality improvement projects.
• Handle escalations and recommend actions during post-incident reviews.
• Manage multiple tasks or cases with minimal supervision and determine methods for new assignments.
• Mentor and train new agents as needed.

SMB Chat Focus:

• Gather and assess SMB customers' hardware, software, and technical needs via chat.
• Generate and route qualified leads to appropriate departments based on customer needs and segments.
• Identify related future needs to expand opportunities and anticipate potential challenges.
• Define customer parameters and constraints that impact proposed solutions and optimize fit.
• Assist SMB customers in placing orders via chat and collaborate with team members.

Required Skills & Qualifications:

• High school diploma or equivalent. 3-5 years of relevant experience, or a combination of experience and college-level education.
• Superior written and verbal communication skills with excellent fluency in the supported language.
• Customer-facing experience in remote or in-person settings, including phone-based roles.
• Proficiency with case logging, call routing, and obligation systems; accuracy in data entry.
• Strong understanding of internal processes and tools with the ability to use them to manage daily tasks.
• Problem solving skills, time management, and ability to oversee compliance with operating procedures and standards.
• Ability to mentor and train new team members.

Preferred Skills:

• Experience supporting SMB customers in a chat environment.
• Background in hardware and software needs assessment and solution recommendation.

Work Conditions:

• Onsite required Tuesday, Wednesday, and Thursday in Boise, ID.
• Business casual dress code. Overtime may be required. No client interface required.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.