BCforward is currently seeking a highly motivated Customer Solution Representative in Boise ID & Rio Rancho NM.
Position Title: Customer Solutions Representative/ Customer Service Representative
Location: Boise, ID, 83714 & Rio Rancho NM 87144
Anticipated Start Date: Tentative start Date 08/11/2024
Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.
Expected Duration: 24+ Months with a Strong possibility of Extension
Job Type: Contract 40hr week/Hybrid
Pay Range: $15/hr to $16.60/hr on W2
Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).
Job Description:
- Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/ tasks in creative and effective ways. Comprehensive understanding of the general/ technical aspects of the job.
- Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/ specialized knowledge to resolve problems and/ or develop recommended solutions.
- Work is completed with minimal supervision and assignments may be completed without established procedures.
- May determine methods and procedures for new assignments.
- Typically provides guidance to other non-exempt employees.
Responsibilities:
- Responsible for validating customer entitlement, and log cases for the purpose of routing or dispatching an end-user to the proper resources.
- Monitor the service event through completion for compliance.
- Manage the service requests of customers through different access channels.
- Review customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
- Provide resolution and feedback based on analysis.
- Participates/ leads in projects for process or quality improvements.
- Works with escalated customers and recommends actions in post-incident reviews.
- Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.
Education and Experience Required:
- High school education or equivalent. Typically requires 3- 5 years of general experience or an equivalent combination of experience and college-level education.
Knowledge and Skills:
- Superior communication skills both written and verbal experience in customer-facing roles either remote or face-to-face Understand internal processes and tools. Computer proficiency Problem-solving skills Accuracy in data entry Excellent fluency in language to be supported.
- Experience in a phone-based remote role Familiarity with computer technology Time management skills Oversee compliance with operating procedures and standards.
- Experience in call routing and processes as well as case logging systems and obligation systems.
- Strong understanding of internal processes, tools, and usage of such tools in managing daily tasks.
- Ability to mentor and train new agents
Job Types: Full-time, Contract
Pay: $15.00 - $16.60 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Ability to Commute:
- Rio Rancho, NM 87124 (Preferred)
Ability to Relocate:
- Rio Rancho, NM 87124: Relocate before starting work (Required)
Work Location: Hybrid remote in Rio Rancho, NM 87124