Customer Service Rep

Job Title: Contact Center Agent

Location: Remote (Local to the State of New Mexico)

Duration: Contract - 12 months

Pay Range: $19.9/hr $19.9/hr (W2)

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Contact Center Agent to join our dynamic team. The ideal candidate will have strong experience in customer service, inbound and outbound call handling, and CRM tools and a proven ability to resolve customer inquiries efficiently and deliver accurate information.

Project Operation Hours: Monday to Friday, 8-hour shifts, flexible between 7:00 AM - 7:00 PM MST.

Training: 8:00 AM - 4:30 PM MST.

Responsibilities:

Handle high-volume inbound calls and document interactions in the CRM.

Provide clear, accurate information and resolve issues on first contact when possible.

Escalate complex cases following defined procedures and service levels.

Meet or exceed performance metrics including quality, productivity, and attendance.

Conduct outreach via phone and email.

Provide outstanding customer service with professional etiquette.

Follow call flows and scripts accurately.

Research and review customer inquiries and requests.

Identify and escalate appropriate issues.

Document call information and encounters in call logs clearly.

Alert management to risks and emerging trends.

Transition between tasks quickly and maintain a professional demeanor.

Perform other duties as assigned.

Required Skills & Qualifications:

Proficiency with call center software and CRM systems.

Strong problem-solving and active listening skills.

Clear verbal and written communication with professional etiquette.

1+ years in a contact center or customer support role and 2 years of customer service experience.

High School Diploma or GED.

Computer proficiency including internet, Outlook email, and data entry.

Microsoft Office experience (Excel, Word, Outlook, Teams).

Reliable internet access to handle calls over the internet.

Quiet and private remote work location.

Must be located in the State of New Mexico.

Preferred Skills:

Familiarity with workforce management tools and ticketing systems.

Experience working in metrics-driven environments with QA frameworks.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

Competitive compensation and benefits.

Opportunities for growth with global clients.

A supportive, inclusive culture that values innovation and people.

Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.