Call Center Representative

Job Description

Job Description

BC forward is currently seeking a highly motivated CSR – Call Center Representative for an opportunity in Remote (Local to State of New Mexico)

Position Title: CSR – Call Center Representative

Location: Remote (Local to State of New Mexico)

Expected Duration: 18+ months contract (with possible extension)

Job Type: Contract, 40 HRS WEEKLY

Anticipated Start Date: Sep 7th , 2026

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

The client is expecting 100% attendance for the first 90-days.

Project Operation Hours:  M-F, 8 hour shifts between 7:00 AM – 7:00 PM MST

NTMO: M-F, 8 hours between 8:00 AM - 430 PM MST

Project Training is from 8 AM – 430 PM MST for 13 days.

Pay rate: $19.90/hour on W2

Job Description:

• Answer incoming phone calls, chats, and/or emails.
• Conduct outreach phone calls and/or emails.
• Provide outstanding customer service.
• Recognize and follow call flows with scripts.
• Research and review customer inquiries.
• Research information using multiple systems.
• Relay research findings and outcomes to customers.
• Identify and escalate appropriate issues.
• Clearly document call information and encounters in call logs.
• Recognize and alert management of risk and trends.
• Quickly transition from one task to another.

Qualifications and Requirements:

• 2 years of Customer Service experience.
• 1 year of call center environment experience.
• High School Diploma or GED.
• Proficiency with computers: Experience using the internet, email via Outlook, etc.
• Data entry experience.
• Listening, verbal, and written communication experience.
• Microsoft Office (Excel, Word, Outlook, and Teams) experience.
• Internet access sufficient to handle calls received via the Internet.
• Quiet and private remote work location.

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.