Inbound Call Center Agent - (Local to NM)

Job Description

Title: CSR – Call Center Representative

Duration: 6+ month (Very high possibility of extension up to 2 years)

Location: Remote (Local to State of New Mexico)

Shift Schedule (post training): M-F, shifts between 7:00am – 7:00pm MST, daily hours and shifts vary

Training schedule: M-F, 8am to 5pm MST

Job Responsibilities

· Answer incoming phone calls, chats, and/or emails

· Conduct outreach phone calls and/or emails

· Provide outstanding customer service

· Recognize and follow call flows with scripts

· Research and review customer inquiries

· Research information using multiple systems

· Relay research findings and outcomes to customers

· Identify and escalate appropriate issues

· Clearly document call information and encounters in call logs

· Recognize and alert management of risk and trends

· Quickly transition from one task to another

· Maintain a professional demeanour

· Other duties as assigned

Qualifications and Requirements Basic Qualifications (Required Credentials)

· 2years of Customer Service experience

· 1year of call center environment experience

· High School Diploma or GED

· Proficiency with computers: Experience using the internet, email via Outlook, etc.

· Data entry experience

· Listening, verbal, and written communication experience

· Microsoft Office (Excel, Word, Outlook, and Teams) experience

· Internet access sufficient to handle calls received via the Internet

· Quiet and private remote work location

Company Description

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 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 places to work.

BCforward is an equal opportunity employer.

Fully remote