BCforward

Customer Care/Call Center

BCforward is currently seeking a highly motivated Customer Care/Call Center in East Hartford, CT 06108

Job Title: Customer Care/Call Center

Duration: 4 Months

Location: East Hartford, CT 06108

Anticipated Start Date: ASAP

(Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.)

Job Type: Contract (40 hrs. a week)

Pay Range: $18-$19.36/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.).

Work Schedule:

Monday- Friday 8:30-5:00pm

Job Description:

As a Customer Service Representative, you will be supporting our customers as a first point of contact and will be assisting in providing program, account information and password reset assistance for the online consumer portal. We will rely on you to actively listen to our customers and use your customer service skills, passion and creativity to meet their needs. You will need to have the ability to ensure call resolution in a timely manner, have excellent verbal and written communication skills, maintain the highest standards of quality, guarantee customer satisfaction on every call and other duties as assigned.

What you will be doing:

• Act as initial point of contact for inquiries from potential and existing beneficiaries related to Client programs.
• Provide one-to-one telephone contact with consumers and providers.
• Assist with password resets.
• Accurately respond to incoming calls received by the call center.
• Accurately document all interactions with consumers.
• Properly forward calls to Call Center Leadership or other CT agencies per procedures.
• Provide clear, complete, accurate and objective information based on full understanding of program requirements.
• Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.
• Work with consumers in difficult situations.
• Handle and data enter complaints in accordance with approved policies and procedures.
• Meet and exceed daily standards for calls answered, customer service, and quality.

People who succeed in this role have:

The ability to convey complex information in clear and concise terms to ensure customer understanding.

Strong commitment and work ethic.

Outstanding Attendance.

Effective and accurate written and verbal communication skills.

Effective problem-solving skills.

Customer Service Experience.

Can navigate multiple applications and research solutions with ease

Love helping people and guiding them to the best solution for their issue

Are excited by innovative technology.

Provide calm conflict resolution and problem solving for frustrated customers.

Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.

Requirements

Must be at least 18 years of age or older.

Must have a High School Diploma, or equivalent, and six months minimum experience in call center environment.

Associate degree or higher without call center experience.

Must be able to pass 30 wpm typing test.

Must be able to pass a customer service assessment.

Must be able to successfully pass a criminal background check and drug test.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

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 place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 239629 when responding to this ad.

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