Call Center Customer Service Representative

Job Description

Job Description

BC forward is currently seeking a highly motivated Customer Service Representative for an opportunity in Austin, TX 78727

Position Title: Customer Service Representative

Location: Austin, TX 78727

Expected Duration: 12 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.

Based on business needs and/or performance issues, may change to remote in the future.

 

Job Description:

This role provides unbiased assistance to Medicaid Providers with questions regarding eligibility, medical claims status, and other program questions. Assists with problem resolution, as needed.

Responds to phone inquiries in a prompt, courteous and concise manner.

Documents all encounters in clear and concise online logs.

Transfers callers to other Call Center units as needed. Meets individual performance standards.

Performs other duties as may be assigned by management.

 

Key Responsibilities:
• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries, ensuring a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate Call Center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.

Required Skills:
• Contact Center Expertise: A minimum of six months of recent, verifiable experience in a high-volume contact center/call center environment.

Preferred Skills:
• Proficiency in Microsoft Office tools (Word, Excel, Outlook).
• Strong multitasking abilities and organizational skills.

 

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.