Job Title: Contact Center Agent
Location: Remote (Candidate must be residing in New Mexico)
Duration: 18 Months
Pay: $19.90/HR on W2
Job Description
We are seeking aย Contact Center Agentย to join our dynamic team. The ideal candidate will have strong experience inย customer service, inbound and outbound call handling, and CRM toolsย and a proven ability toย resolve customer inquiries efficiently and deliver accurate information.
Project Operation Hours:ย M-F, 8 hour shifts must be flexible between 7:00 AM โ 7:00 PM MST
Project Trainingย is from 8 AM โ 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 phone calls and/or emails
- Provide outstanding customer service
- Recognize and follow call flows with scripts
- Research and review customer inquiries
- Identify and escalate appropriate issues
- Clearly document call information and encounters in call logs
- Recognize and alert management of risk and trends
- Quickly transition from one task to another
- Maintain a professional demeanor
- 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, customer support role, or call center environment experience
- 2 years of Customer Service experience
- High School Diploma or GED
- Proficiency with computers: Experience using the internet, email via Outlook, etc.
- Data entry experience
- Listening, verbal, and written communication experience
- Microsoft Office (Excel, Word, Outlook, and Teams) experience
- Internet access sufficient to handle calls received via the Internet
- Quiet and private remote work location
Preferred Skills:
- Familiarity with workforce management tools and ticketing systems.
- Experience working in metrics-driven environments with QA frameworks.
Company Description
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, BCforwardโs 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.