Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative

Location: San Antonio, TX

Duration: 8 Months (Possibility of extension)

Anticipated Start Date: ASAP

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

Job Type: Contract

Pay Range: $20/hr - $22.68/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:

Flexibility to work either the 7:00 AM–4:00 PM or 4:00 PM–1:00 AM shift.

Availability to work a 5-day schedule, including weekends as needed, with 2 days off per week.

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 professional, customer-focused, and detail-oriented Customer Service Representative to join our onsite team in San Antonio, Texas. This position is responsible for conducting outbound calls to businesses to complete a structured questionnaire and accompanying scorecard.

The ideal candidate will have exceptional communication skills, a strong service-oriented mindset, and the ability to deliver a personalized, high-quality experience during every interaction. Experience providing concierge services, executive assistant services, or premium and bespoke customer support is strongly preferred. Candidates with experience in phone support, chat support, testing, quality assurance (QA), and quality review are also encouraged to apply.

This role is an excellent opportunity for an individual who enjoys engaging with businesses, gathering accurate information, and maintaining high standards of customer service and quality.

Key Responsibilities

Conduct outbound calls to businesses to complete questionnaires and accompanying scorecards.

Establish rapport with business representatives and provide a professional, courteous, and engaging experience.

Clearly explain the purpose of the questionnaire and guide businesses through the required questions.

Accurately document responses and complete scorecards in accordance with established guidelines.

Provide personalized, attentive service throughout each interaction.

Use strong communication and active listening skills to understand responses and clarify information when necessary.

Follow established call procedures, scripts, workflows, and quality standards.

Review completed questionnaires and scorecards for accuracy, completeness, and consistency.

Identify missing, inconsistent, or unclear information and take appropriate steps to resolve discrepancies.

Maintain accurate records of outreach efforts, responses, and completed questionnaires.

Meet established productivity, quality, and customer service performance expectations.

Protect confidential and sensitive business information in accordance with company policies.

Collaborate with team members and supervisors to address questions, resolve issues, and support continuous process improvement.

Adapt to changing priorities and business needs while maintaining a high level of professionalism.

Required Qualifications

High school diploma or equivalent required.

1–2 years of customer service experience preferred, including experience in a call center, healthcare setting, doctor's office, hotel, restaurant, or other customer-facing environment.

Strong verbal communication, active listening, and interpersonal skills.

Comfortable conducting outbound phone calls and engaging professionally with businesses.

Strong attention to detail and the ability to accurately capture and document information.

Ability to follow detailed instructions, scripts, and established processes.

Basic computer proficiency and the ability to navigate multiple systems while conducting calls.

Strong organizational and time-management skills.

Professional, dependable, and service-oriented approach.

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.