BCforward is currently seeking a highly motivated Customer Service Representative for an opportunity in Phoenix, AZ 85031!
Position Title: Customer Service Representative
Location: Phoenix, AZ 85031
Anticipated Start Date: ASAP
Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.
Expected Duration: 12+ Months with the possibility of extension
Job Type: Onsite
Pay Range: $15.00/hr.- $16.00/hr.
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:
We are seeking a Customer Service Representative to join our team in Tucson. The ideal candidate will have strong experience in customer service, complaint resolution, and clerical processing and a proven ability to deliver accurate information, resolve inquiries, and process transactions in alignment with program rules and procedures.
Responsibilities:
· Interact with customers by phone and in person to provide information on products, services, licenses, registrations, titles, permits, and program eligibility.
· Intake and process orders, account changes, cancellations, and complaint details with accuracy.
· Verify and implement appropriate changes to resolve customer problems and document outcomes.
· Maintain detailed records of inquiries, complaints, comments, transactions, and actions taken in the system.
· Resolve service or billing issues, including exchanges, refunds, and bill adjustments in compliance with policy.
· Complete forms and requests such as contracts, address changes, and service discontinuance orders using computer systems.
· Refer unresolved or complex grievances to designated departments for further review.
· Determine charges, collect deposits or payments, and arrange billing as required.
· Contact customers regarding inquiry responses, investigation results, or planned adjustments.
· Perform journey-level customer service tasks, apply discretion when releasing information, and research and analyze policies to resolve issues.
· Handle cash-related duties periodically, including adding money receipts, reconciling cash, and preparing and transmitting daily deposits to the bank or state treasurer’s office.
Required Skills & Qualifications:
· Customer service experience with ability to follow established guidelines and procedures.
· Knowledge of applicable program rules, regulations, policies, procedures, systems, and relevant statutes.
· Clerical skills, including data entry, records management, forms processing, and office terminology.
· English language proficiency, including grammar, composition, and spelling.
· Active listening and clear speaking skills to convey information effectively.
· Service orientation with ability to assess needs and meet quality standards.
· Reading comprehension and documentation accuracy for work-related materials.
· Critical thinking to evaluate options and resolve problems, including difficult complaints.
Preferred Skills:
· Bilingual capability.