Customer Service Representative
Job Description
Customer Service Representative
Location: Austin, TX
Duration: 11+ months with possible extension
Pay Rate: $20.00/hour on W2
Role Overview:
Based on business needs and/or performance issues, may change to a remote in the future.
Must be local to Austin . Must be available for any 8-hour shift from 7 am to 7 pm. We are unable to accommodate schedule change requests during the first 90 days. This role provides unbiased assistance to Medicaid Providers with questions regarding eligibility, medical claims status, and other program questions. Assists with problem resolution, as needed. Responds to phone inquiries in a prompt, courteous, and concise manner.
Documents all encounter in clear and concise online logs. Transfers callers to other Call Center units as needed. Meets individual performance standards.
Performs other duties as may be assigned by management. Attains and maintains strict, required attendance and performance metrics.
Key Responsibilities:
• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries, ensuring a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate Call Center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.
Required Skills:
• Contact Center Expertise: A minimum of six months of recent, verifiable experience in a high-volume contact center/call center environment.
Preferred Skills:
• Proficiency in Microsoft Office tools (Word, Excel, Outlook).
• Strong multitasking abilities and organizational skills.
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.
