Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative (Level III)

Location: Jacksonville, FL (Onsite)
Duration: Contract - 12 months
Pay Rate: $21/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 Customer Service Representative (Level III) to join our dynamic Retirement and Benefits team. The ideal candidate will have strong experience in high-volume contact center environments, retirement plan support, and multi-system navigation and a proven ability to deliver accurate guidance, resolve issues, and process participant transactions with precision.

Responsibilities:

Support participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.

Provide clear, accurate information on accounts and guide participants through transactions.

Process financial transactions error-free while adhering to controls and procedures.

Navigate multiple systems and screens while documenting comprehensive and accurate notes.

De-escalate difficult situations and resolve client concerns with professionalism and respect.

Protect confidential and sensitive information in accordance with policy.

Required Skills & Qualifications:

2+ years of customer service experience in a fast-paced, high call volume environment.

Proficiency navigating multiple systems/screens while engaging clients and typing accurate notes.

Computer literacy with Microsoft Outlook, Word, and PowerPoint.

Strong verbal and written communication with proper grammar; ability to engage with management, peers, and clients.

Demonstrated ability to work under pressure, adapt to change, and meet expectations in a call center setting.

Proven de-escalation and issue resolution skills that prevent client dissatisfaction.

Handles confidential information responsibly; self-motivated with a positive, coaching-receptive attitude.

 

Preferred Skills:

Experience supporting retirement plans, financial services, or benefits administration.

Familiarity with contact center metrics and quality controls.

 

Work Schedule & Training:

Training Hours: Monday through Friday, 9:00 AM – 5:30 PM EST. Candidates must be able to work onsite in a virtual setting during training.

Post-Training Shifts (EST):

Mon, Thu, Fri, Sat: 6:00 AM – 4:30 PM

Mon, Tue, Fri, Sat: 8:00 AM – 6:30 PM

Mon, Tue, Wed, Sat: 10:30 AM – 9:00 PM

Mon, Wed, Thu, Sun: 6:00 AM – 4:30 PM

Mon, Thu, Fri, Sun: 8:00 AM – 6:30 PM

Mon, Tue, Wed, Sun: 10:30 AM – 9:00 PM

 

Expectations & Guidelines:

Cell phones permitted only in designated locations and times per manager guidance.

Dress code is professional business casual. Required for interviews and on duty.

Attendance standards apply, including use of the call-out line and communication with supervisor and vendor.

Punctuality required. Up to 16 hours within the first 90 days are allotted.

Time off during training is discouraged.

Do not bring personal items such as blankets to the training site.

 

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, 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 places to work.

BCforward is an equal opportunity employer.

Company Description

About BCforward:\r\n\r\nFounded 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.\r\n\r\nBCforward 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.\r\n\r\nBCforward is an equal opportunity employer.