Call Center Agent

Job Description

Job Description

BC forward is currently seeking a highly motivated Customer Service Representative – Outbound Business Outreach for an opportunity in Onsite (Local to San Antonio, TX)

Position Title: Customer Service Representative – Outbound Business Outreach

Location: San Antonio, TX Only

Expected Duration: 8 months contract (with possible extension)

Job Type: Contract, 40 HRS WEEKLY

Anticipated Start Date: Mid oct 2026 - Client is expecting 100% attendance for the first 90 days

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

Compensation and Schedule

· Hourly Pay: $22.68 - 24.38 per hour.

· Shifts: 7:00 AM–4:00 PM or 4:00 PM–1:00 AM.

· Work Schedule: 5 days per week, with 2 days off. The facility operates 7 days a week.

· Overtime: Potential overtime opportunities based on operational requirements.

Position Overview

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.

· Ability to work onsite in San Antonio, Texas.

· 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.

Preferred Experience

· Concierge services or executive/personal assistant services.

· Premium, bespoke, or white-glove customer service.

· Phone-based customer support or outbound calling.

· Chat-based customer support.

· Experience supporting business clients or providing high-touch customer experience.

· Testing, quality assurance (QA), quality control, or quality review.

· Completing questionnaires, surveys, assessments, or scorecards.

· Reviewing information for accuracy, completeness, and consistency.

· Experience in hospitality, healthcare, or other service-focused industries.

Core Competencies

· Exceptional customer service and relationship-building

· Professional phone and written communication

· Concierge-level service mindset

· Active listening and empathy

· Attention to detail and accuracy

· Quality assurance and process adherence

· Problem-solving and critical thinking

· Organization and time management

· Adaptability and teamwork

· Reliability and professionalism

Work Environment

This is an onsite position in San Antonio, Texas. Customer Service Representatives will work in a professional, team-oriented environment focused on outbound business engagement, exceptional service delivery, accurate information gathering, and consistent quality standards.

Benefits:

BC forward 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 BC forward :

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, BC forward 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, BC forward’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 BC forward to become a market leader and best in class place to work.

BC forward 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 BC forward 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. BC forward 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.