Customer Service Rep - Hybrid Job

Job Description

Job Description

BCforward is currently seeking a highly motivated Customer Solutions Rep - Hybrid Job - Rio Rancho, NM 87144

Job Title: Customer Service Rep - Hybrid Job

Location: Rio Rancho, NM 87144

Duration: Contract - 24 months

Pay Range: $16.21/hr on W2

Work Schedule: 8 hours per day.

Work Onsite Required: Yes. Business Casual dress code.

Job Description

We are seeking a Customer Solutions Representative IV to join our team. The ideal candidate will have strong experience in customer entitlement validation, case management, and phone/chat-based support and a proven ability to resolve complex service requests, drive process improvements, and mentor peers. This role applies extensive knowledge of company policies and procedures to complete specialized assignments with minimal supervision.

Responsibilities:

Validate customer entitlement, create and route cases to appropriate resources, and monitor service events through completion for compliance.

Manage service requests across multiple access channels, including phone and chat, ensuring accurate data entry and timely updates.

Review customer feedback and case statistics to identify trends, provide resolutions, and deliver actionable insights.

Lead or participate in process and quality improvement projects and recommend actions during post-incident reviews.

Handle escalations, manage multiple tasks or cases with minimal supervision, and mentor or train new agents as needed.

SMB Chat Responsibilities:

Assess SMB customers’ hardware, software, and technical needs and assist with order placement via chat.

Generate and route leads to appropriate departments based on customer needs and segments, identifying related future needs for opportunity expansion.

Identify customer-specific parameters and constraints impacting solutions and optimize recommendations accordingly, including awareness of probable competition.

Collaborate with team members for complex cases and provide peer assistance in areas of expertise.

Required Skills & Qualifications:

High school diploma or equivalent. 3–5 years of relevant experience or a combination of experience and college-level education.

Superior written and verbal communication skills with excellent fluency in the supported language.

Experience in customer-facing roles, including phone-based remote support and chat engagement.

Proficiency with case logging, call routing, and obligation systems, with accuracy in data entry.

Strong understanding of internal processes and tools, and ability to apply them to daily tasks with minimal supervision.

Problem solving, time management, and the ability to oversee compliance with operating procedures and standards.

Ability to mentor and train new agents.

Preferred Skills: