Call Center Representative/Call Center Rep/Customer Service/CSR-Remote

Position Title: Customer Service Representative

Expected Duration: 07+ months Contract

Location: Remote

 

Job Description:

Essential Job Functions

·        Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.

·        Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Research customer inquiries and responds to appropriate parties in a timely manner.

·        Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.

·        Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

·        Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

·        Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

·        Interfaces with team members, management, and customers in reference to customer service issues.

·        Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

·        Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

 

Basic Qualifications

·        High school diploma or G.E.D.

·        Two or more years of customer service or other telephone experience

·        Experience working with organizational functions and personnel

·        Experience working with fax machines, computer software, and telephone technology

·        Experience working with and skilled in the use of help desk software

 

Other Qualifications

·        Business and analytical problem solving skills

·        Communication skills

·        Ability to work independently

·        Ability to follow oral and written directions

BC Forward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.
www.BCforward.com