Customer Solutions Representative
Customer Solutions RepresentativeBCforward is currently seeking a highly motivated Customer Solutions
Representative in REMOTEPosition Title: Customer Solutions RepresentativeLocation: Colorado (REMOTE)Anticipated Start Date: 10/01/2024Please 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: (>=30 HOURS WEEKLY], [CONTRACT], [ON-SITE]Pay Range: $16.00 - $17.46Please 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: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
proced
May determine methods and procedures for new assignments. Typically provides
guidance to other non- exempt employees.
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.
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 general
experience, or 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 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 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 tasksAbility to mentor and
train new agents
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.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
transfo m, 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
wor
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
disa
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