Customer Service Representative

Job Description

Job Description

BCforward is currently seeking a highly motivated Call Center CSR – San Antonio, TX (Onsite)

Job Title: Call Center CSR

Location: San Antonio, TX (Onsite)

Duration: 8 Months Contract

Pay Rate: $22.68 per hour

Schedule: Two available shifts:

7:00 AM – 4:00 PM

4:00 PM – 1:00 AM

Workweek: 5 days per week, with 2 days off. The facility operates 7 days a week, so weekend availability may be required.

Shift Differential: Shift Differential: 20% additional pay for hours worked between 10:00 PM and 1:00 AM.

Based on the stated base rate, these hours would pay $27.22 per hour before any applicable overtime.

Overtime:

Overtime opportunities may be available based on business needs.

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 experiences.

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

Compensation and Schedule

Hourly Pay: $22.68 per hour.

Shift Differential: 20% additional pay for hours worked between 10:00 PM and 1:00 AM. Based on the stated base rate, these hours would pay $27.22 per hour before any applicable overtime.

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.

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:

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

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.