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 employe

Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjgwNTE5LjEwNTA4QGJjZm9yd2FyZGNvbXAuYXBsaXRyYWsuY29t