Customer Support Specialist

Customer Support Specialist

BCforward is currently seeking a highly motivated Customer Support Specialist for an opportunity in Boise, ID!

Position Title: Customer Support Specialist

Location: Boise, ID

Anticipated Start Date: 04-25-2024

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

Expected Duration: 24 Plus Months (Contract)

Job Type: [FULLTIME (>%3D30 HOURS WEEKLY], [CONTRACT], [ONSITE]

Pay Range: $16/hr to $18/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:

• Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways.
• Expert knowledge on the general/technical aspects of the job.
• Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative, and technical knowledge are required to resolve problems.
• Work is completed independently and can handle most unique situations.
• Frequently determines methods and procedures for new assignments.
• May supervise the activities of other non-exempt employee.

Responsibilities:

• Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
• Monitor the service event through completion for compliance.
• Manage the service requests of customers through different access channels.
• Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
• Provide resolution and feedback based on analysis.
• Leads in projects for process or quality improvements and documents changes.
• Works with escalated customers and drives actions in post incident reviews.
• Manages multiple tasks or cases simultaneously without supervision.
• Acts as a mentor and may provide some supervision of other non-exempt employees.
• May provide input on training material for new and existing processes.
• Provide training to new and existing employees as needed.
• Process expert and subject matter expert on standard and nonstandard delivery types.

Education and Experience:

• High school education or equivalent; some college-level education preferred.
• Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college-level education.

Work Environment:

• Superior communication skills both written and verbal Experience in customer-facing role either remote or face to face.
• Understands internal processes and tools Computer proficiency.
• Problem solving skills.
• Accuracy in data entry.
• Excellent fluency in language to be supported.
• Experience in a phone based remote role.
• Familiarity with computer technology.
• Time management skills.
• Oversee compliance with operating procedures and standards.
• Advanced knowledgeable in call routing and case management processes and obligation systems.
• Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
• Organizational skills to manage workflow and tasks.
• Process analysis and documentation.
• Ability to mentor and train new agents
• Ability to participate or lead in projects for process or quality improvements.

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.

Keywords:

• Customer Service and Customer Support.

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 place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 221107 when responding to this ad.

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