Customer Services - Customer Serive Representative

Job Title: Customer Services - Customer Service Representative

Location: Remote (Candidates must reside in Ohio, West Virginia, or South Charleston)

Duration: Contract - 6 months

Pay Range: $19.20/hr $21.00/hr (W2)

Job ID: [372121]

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 Service Representative to join our team. The ideal candidate will have strong experience in call center customer support across phone, email, and chat and a proven ability to deliver first contact resolution, de-escalate issues, and meet production and quality metrics.

Responsibilities:

• Answer incoming phone calls, chats, and emails and conduct outreach as needed.
• Provide customer service using call flows and scripts.
• Research and review customer inquiries across multiple systems and relay findings.
• Manage interactions while entering and reviewing all related documentation.
• Achieve individual production metrics and contribute to team goals.
• Maintain compliance and adhere to quality standards to reduce operational risk.
• Protect client privacy while navigating multiple data sources and systems.
• Identify, document, and escalate issues and trends; alert management of risks.
• Clearly document call information and encounters in call logs.
• Quickly transition between tasks while maintaining a professional demeanor.
• Perform other duties as assigned.

Required Skills & Qualifications:

• 2 years of customer service experience, including 1 year as a call center agent.
• 6 months of experience in Utilities or Health & Public Services.
• High School Diploma or GED.
• Proficiency with computers, internet, and Outlook; accurate data entry.
• Effective listening, verbal, and written communication skills.
• Microsoft Office experience (Excel, Word, Outlook, Teams).
• Quiet and private remote work location with reliable internet to handle calls.

Preferred Skills:

• Accenture Health & Public Services experience (e.g., State Medical Assistance, TANF, SNAP, LIHEAP, Child Support Enforcement, or Early Childhood Education and Care Services).
• Transaction processing experience.

Role Details

• Worker Sub-Type: Regular. Employee Type: Contractor (direct sourcing). Career Level: CL13.
• Schedule: Monday to Friday, shifts between 8:00 a.m. and 6:30 p.m. EST. Rotational after-hours coverage and overtime as needed for storm-related activities.
• Overtime Type: Non-Exempt.
• Contract End Date: 6 months.

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 or contact:

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