Call Center Rep (Onsite)

Job Description

SUMMARY:

Under general supervision performs a variety of administrative duties to support the activities of the district. This position involves addressing general public inquiries and concerns through the Service Center and assisting with various administrative tasks. The associate will screen and independently handle a variety of inquiries including but not limited to those related to transportation by telephone. The associate will be adept in critical thinking, providing high-quality customer service and maintaining calm under pressure. At every interaction, the associate will enthusiastically promote district pride and service excellence when assisting internal and external callers and guests, as calls and inquiries are addressed and concerns are resolved. Must consistently exemplify the district brand of efficiency, courtesy and intuitive service while managing mid-to-heavy seasonal call volumes and workloads. Uses discretionary judgment and independent action and should be used as training opportunities for first line associates. During low call volume occurrences, the associate will assist with projects as assigned. The associate will be a person with integrity, keeping all Service Center business confidential. Service Center Associates report to the Service Center Manager. Their work will be assigned and monitored by the Service Center Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Serves as customer service representative for the district

· Provides exemplary customer service to internal and external callers and guests.

· Promotes pride and enthusiasm in district initiatives, ensures all communications reflect the standards and mission of the organization.

· Provides administrative support to the district.

· Acts as a point of contact for the transportation department and provides accurate and timely information or refers inquiries to proper personnel.

· Tracks and monitors bus activity with a working knowledge of the district’s GPS system.

· Screens and routes materials according to content of communications; routing duties require general knowledge of organizational operations and individual staff members’ assignments and status of work.

· Maintains satisfactory, regular and predictable attendance by reporting to work as scheduled and keeping unscheduled absences to a minimum.

· Exhibits high energy and a personable attitude.

· Performs or assists in the performance of administrative details as outlined by a supervisor.

Competencies:

· Analytical - Exhibits high-order critical thinking skills. Collects, researches and synthesizes data.

· Design – Translates concepts and information into images.

· Customer Service – Exemplifies the district brand for exceptional service delivery. Responds promptly to customer need. Remains calm under pressure while exhibiting a sense of urgency to resolve issues. Solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

· Oral Communication – Demonstrates exceptional communication skills. Fluency in Spanish is highly preferred.

· Written Communication – Demonstrates exceptional skills; writes clearly and informatively; edits work for spelling and grammar.

· Diversity – Shows respect and sensitivity for cultural differences; conveys an interest in other backgrounds and perspectives.

· Ethics – Treats all people with respect. Exemplifies organizational values.

· Organizational Support – Follows policies and procedures.

· Adaptability – Adapts to changes in the work environment.

· Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; self-motivated.

· Planning/Organizing – Prioritizes and plans work activities.

· Professionalism – Approaches others in a tactful manner; appearance represents district-level management standards.

· Quality – Demonstrates accuracy, thoroughness and pride in work products.

QUALIFICATIONS:

· Associate’s Degree (A.A.) in Business Administration, Secretarial Sciences or equivalent from a university, two-year college or technical school preferred

· Three years related experience and/or training, or equivalent combination of education and experience.

· Ability to work on site in Indianapolis

· Formal customer service or guest services training and/or evidence of applied competencies.

· Knowledge of basic word processing software and/or tools.

· Typing speed of 50 wpm or higher

· Strong communication skills

· Bilingual in Spanish a plus

Position Details:

·1st shift with flexible start time

· Start date: 6/30/2025

· End date: 08/08/2025Company 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.

Full-time