Customer Service Call Center Representative

Here at BC Forward, we are always looking to grow or teams with talented people and achieve great things together.

Job Name: Customer Service Representative

Location: Jacksonville, FL- Onsite

TECHNICAL SKILLS

Job Description

We are seeking a Rep, Customer Service to join our team in a service-focused environment. The ideal candidate will have experience handling customer inquiries across multiple lines of business and a proven ability to resolve tier 1 and tier 2 issues while maintaining accurate records and timely follow-up.

Responsibilities:

• Interface with customers to resolve first and second tier calls, queries, and problems across call center and non-call center environments.
• Verify contact details and account information to ensure accurate handling of requests.
• Examine customer issues and implement appropriate corrective actions or escalate to supervisors or field teams as required.
• Maintain logs, reports, records, and files while tracking complex issues through resolution.
• Make proactive outreach to accounts requiring attention, identify problems, and drive resolution.
• Collaborate with offshore call centers to address process questions or specialized situations.
• Support billing activities, respond to billing inquiries, and coordinate with collections or other departments to resolve issues.
• Perform order fulfillment including receiving orders, reconciling information, tracking on spreadsheets, and following up with customers.
• Adhere to First American Corporation and departmental compliance and information security policies, practices, and procedures.
• Follow established guidelines and procedures and recommend improvements to departmental policies as appropriate.
• Coordinate with cross-functional teams to ensure timely and accurate customer support.

Required Skills & Qualifications:

• General knowledge of company products and customer service practices.
• Proficient MS Office skills with the ability to use spreadsheets and documentation tools.
• Ability to navigate computerized data entry systems and relevant business applications.
• 1–2 years of related customer service experience.
• High School diploma or equivalent.

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.