Customer Service Rep - Onsite Job

BCforward is currently seeking a highly motivated Customer Service Rep – Onsite Job in Rio Rancho, NM 87144.

Job Title: Customer Service Representative

Location: Rio Rancho, NM

Duration: Contract - 24 months

Pay Range: $15-$16.21/hr (W2).

Work Arrangement: Onsite Tuesday, Wednesday, and Thursday

Overtime: Yes

Dress Code: Business Casual

Offer Deadline: September 4

Class Start Date: September 28

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

Expected Duration: 24+months strong possibility for extension

Job Type: (40+ HOURS WEEKLY], [CONTRACT], [ONSITE]

Pay Range: $15/hr to $16.21/hr
Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

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-based support, and a proven ability to resolve complex issues, manage escalations, and drive process improvements with minimal supervision.

Responsibilities:

• Validate customer entitlement and create cases for routing or dispatch to appropriate resources.
• Monitor service events through completion to ensure compliance with standards and procedures.
• Manage service requests across multiple access channels and maintain accurate case records.
• Review customer feedback and analyze phone and case management statistics to provide resolutions and recommendations.
• Lead or participate in process and quality improvement projects and post-incident reviews for escalated cases.
• Mentor or train team members and provide guidance on methods and procedures.
• Manage multiple tasks and cases simultaneously with minimal supervision.

SMB Chat Responsibilities:

• Gather and assess SMB customers’ hardware, software, and technical needs via chat.
• Generate and route leads to appropriate departments based on customer needs and segments.
• Identify related future needs to support opportunity expansion and lead generation.
• Identify customer-specific parameters and constraints that impact proposed solutions.
• Investigate and optimize solutions to fit requirements and anticipate potential challenges.
• Collaborate with team members and assist peers as needed. Support SMB customers in placing orders via chat.

Required Skills & Qualifications:

• High school diploma or equivalent. 3 to 5 years of relevant experience, or an equivalent combination of education and experience.
• Superior written and verbal communication. Excellent fluency in the supported language.
• Experience in customer-facing roles, remote or in person, including phone-based support.
• Proficiency with computers, case logging systems, call routing, and obligation systems. Accurate data entry.
• Strong understanding of internal processes and tools, and ability to apply them to daily tasks.
• Problem solving, time management, and ability to manage multiple priorities with minimal supervision.
• Ability to oversee compliance with operating procedures and standards and to mentor or train new agents.

Preferred Skills:

• Experience with SMB chat support, lead generation, and opportunity qualification.
• Experience participating in process or quality improvement initiatives.

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:
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.
BCforward 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 BCforward 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. BCforward 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.