Bilingual Customer Service Representative

Job Description

Job Description

Need: Minimum 1 year of call center experience, fluency in English. 

Note: Start date may vary depending on the business needs and workload. 

Customer Service Representative – Recall & Claims Support (Remote After Training)

Important Training & Work Arrangement Information

1. The first 3 days of employment require onsite attendance for training in Indianapolis, IN.
2. After successful completion of training, the role will transition to a  remote/work-from-home position .
3. Attendance is mandatory during the first 14 business days of training, and no absences are permitted during this period.
4. Candidates must have reliable transportation for onsite training and be available to report onsite if needed for technical or performance-related support.
5. A smartphone with active data service is required for system access and setup.
6. This role involves handling a high volume of inbound calls in a fast-paced call center environment, including assisting upset or frustrated customers professionally and empathetically.
7. All required equipment will be provided by Sedgwick.

Position Overview

We are seeking a customer-focused professional to support customers with product recall and claims-related inquiries. In this role, you will serve as the primary point of contact for customers, provide guidance throughout the claims and recall process, and ensure all information is documented accurately and efficiently.

Key Responsibilities

• Professionally handle inbound customer calls regarding recalls and claims-related questions.
• Explain processes, timelines, documentation requirements, and next steps clearly and courteously.
• Accurately document customer interactions, concerns, and resolutions in the claims management system.
• Assist customers with resolving issues and direct inquiries to the appropriate department when necessary.
• Assign and route new claims to the appropriate claims handler.
• Collaborate with internal teams such as Training and Quality Assurance to resolve complex issues.
• Maintain confidentiality of customer information and follow all company compliance guidelines.
• Share customer feedback and recurring concerns to support continuous process improvements.
• Support a positive, quality-driven customer service environment.

Qualifications

Education

• High school diploma or GED required.

Experience

• Minimum of 1 year of inbound call center or customer service experience   required/preferred.

Skills & Knowledge

• Strong customer service and communication skills.
• Ability to handle high call volumes professionally and efficiently.
• Comfortable working in a fast-paced environment.
• Proficiency with Microsoft Office and general PC applications.
• Strong organizational, multitasking, and time management skills.
• Ability to work collaboratively in a team-oriented environment.
• Knowledge of disability plans, eligibility, and benefits is a plus.

Work Environment & Requirements

• Ability to manage multiple priorities and meet deadlines consistently.
• Comfortable with prolonged computer and keyboard use.
• Strong problem-solving, judgment, and interpersonal skills.
• Ability to maintain professionalism under pressure.

About BCforward:

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

Company Description

About BCforward:\r\n\r\nFounded 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, BCforward 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, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward 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 BCforward to become a market leader and best in class place to work.