Call Center Agent

Job Title: Call Center Agent

Location: Phoenix or Tucson Metro, AZ (100% Remote after onsite Day 1 orientation; must live within 1 hour)

Duration: Temp - 6 months (possible extension and potential conversion)

Pay Range: $19/hr $20/hr (W2)

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.

Important Submission Notes

• Prefers Spanish-speaking candidates.

Job Description

We are seeking a Call Center Agent to join our dynamic team supporting Individual and Business tax customers. The ideal candidate will have strong experience in high-volume, national call centers and a proven ability to resolve Tier 1 inquiries, educate customers on resources, and document actions accurately across multiple systems.

Responsibilities:

• Answer inbound calls in a fast-paced environment with professionalism and courtesy.
• Resolve Tier 1 issues related to tax compliance, delinquency, and general information.
• Review taxpayer accounts and verify, gather, and update key information in real time.
• Educate taxpayers on online resources and current tax policies.
• Submit requests for payment arrangements per guidelines.
• Document actions and outcomes across multiple systems with accuracy.
• Participate in team engagement activities and meet performance expectations.

Required Skills & Qualifications:

• Strong multitasking ability with organized workflow.
• Basic proficiency with Microsoft Word, Excel, and Google Workspace.
• Basic math skills: addition, subtraction, multiplication, division.
• Effective written and verbal communication with strong interpersonal skills.
• Ability to retain knowledge and apply creative problem solving.
• Goal oriented with dependable execution.
• Experience level: Recent call center experience, with each of the previous two roles at least one consecutive year in a fast-paced call center.
• Industry background: National call centers in finance/banking, insurance, or telecommunications. Not technical support.

Preferred Skills:

• Spanish-speaking.
• Experience in process improvement activities.
• History of working in banking.

Education:

• Required: High school diploma or equivalent.
• Preferred: Associate degree or higher.

Schedule & Work Environment:

• Operating hours: Monday to Friday, 7:45 am to 5:15 pm. Actual schedule will be discussed during interviews and may vary by business need.
• Training: Intensive 3 weeks, 8:30 am to 5:00 pm. Attendance is critical.
• First day onsite for orientation; remote thereafter.
• Fully remote role with hardwired internet required. Sufficient bandwidth to support required applications.
• If using a 5G router, bring it on Day 1 for IT configuration.
• Must be able to transport and set up issued equipment (micro desktop, two monitors, keyboard, mouse, headset). Not public transportation.

Additional Requirements:

• Must reside in the Greater Phoenix or Tucson Metro area and be able to attend Day 1 orientation in person.
• Ability to work a flexible schedule within operating hours as business needs dictate.
• Short stint work history and switchboard/dispatch-only experience are not aligned with this role.
• Interviews will be remote. Resumes will be reviewed daily.

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 and required cover letter.