Customer Service Representative – DIrwa1KR5jXj-3294

This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2267950 BCforward is currently
seeking a highly motivated Customer Service Representative at Boise ID
83714

Position Title: Customer Service Representative

Location: Boise ID 83714

Anticipated Start Date: Tentative start Date 06/03/2024

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: 02 Years Contract with a strong possibility of
extension

Job Type: Contract (40 HRS WEEKLY), [CONTRACT], [HYBRID]

Pay Range: $13/hr – $16/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.).

Requirements:

Customer Service, customer Support, Microsoft Office

Job Description:

– Applies extensive knowledge the job skills, company policies and
procedures to complete complex, specialized assignments/tasks in
creative and effective ways. Comprehensive understanding of the
general/technical aspects of the job.
– Works on assignments that are complex in nature and require
considerable judgment, initiative, and technical/specialized
knowledge to resolve problems and/or develop recommended solutions.
– Work is completed with minimal supervision and assignments may be
completed without established procedures.
– May determine methods and procedures for new assignments.
– Typically provides guidance to other non-exempt employees.

Responsibilities:

– Responsible for validating customer entitlement, and log cases 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.
– Review 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.
– Participates/leads in projects for process or quality improvements.
– Works with escalated customers and recommends actions in post
incident reviews.
– Manages multiple tasks or cases simultaneously with minimal
supervision May act as a mentor or trainer in the team.

Education and Experience Required:

– High school education or equivalent.
– Typically requires 3- 5 years of general experience or an equivalent
combination of experience and college-level education.

Knowledge and Skills:

– Superior communication skills both written and verbal experience in
customer-facing roles either remote or face to Understand internal
processes and tools Computer proficiency in solving skills Accuracy
in data entry Excellent fluency in the 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.
– Experience in call routing and processes as well as case logging
systems and obligation systems strong understanding of internal
processes, tools, and usage of such tools in managing daily tasks
Ability to mentor and train new agents.

Keywords:

– Customer Service, Call center, CSR, 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 aro nd the world.
Headquartered in Indianapolis, IN with an Offshore Development Center in
Hyderabad, India, BCforwards 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