Job Description
Job Description
Job Title: Rep, Customer Service
Location: Onsite (Jacksonville, FL)
Duration: Contract - 3 months
Pay Range: $21.45 (W2)
Job Description
We are seeking a Rep, Customer Service to join our team in a service-related call center or non-call center environment. The ideal candidate will have experience handling tier 1 and tier 2 customer inquiries across business segments and a proven ability to resolve issues, maintain accurate records, and coordinate with cross-functional teams.
Schedule & Work Arrangement:
- 100% onsite
- Shift: 11:00 a.m. to 8:00 p.m. EST or 11:30 a.m. to 8:00 p.m. EST
- One Saturday per month, 9:00 a.m. to 3:00 p.m. EST
Responsibilities:
- Interface with customers to resolve 1st and 2nd tier service calls, queries, and escalations across segments such as escrow, flood, tax, foreclosure, insurance policies or claims, and technical inquiries.
- Verify contacts and account information, examine issues, and implement appropriate corrective actions.
- Escalate complex requests to supervisors, field locations, or specialized teams as needed for immediate action.
- Maintain and create logs, reports, records, and files while tracking issues through resolution.
- Make proactive outreach to accounts requiring attention, identify problems, and drive resolutions.
- Collaborate with offshore call center teams on processes or specialized situations.
- Support billing activities including preparing invoices, answering billing questions, and coordinating resolutions with collections and other departments.
- Perform order fulfillment, reconcile order information, track status on spreadsheets, and follow up with customers.
- Adhere to corporate and departmental compliance and information security policies, practices, and procedures.
- Follow established guidelines and recommend improvements to procedures when appropriate.
Required Skills & Qualifications:
- Customer service experience handling routine and escalated inquiries.
- Proficient Microsoft Office skills, including spreadsheet tracking.
- Ability to navigate computerized data entry systems and related applications.
- Strong problem solving, process navigation, and escalation handling skills.
- Effective proactive communication with customers and internal teams.
- 1–2 years of related experience.
Preferred Skills:
- Experience with billing resolution and order fulfillment processes.
- Familiarity with insurance, escrow, tax, flood, foreclosure, or technical support environments.
Education & Language:
- High School diploma or equivalent.
- English: Read, Write, Speak.
Job Category:
Client Relations & Support
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits.
- Opportunities for growth with global clients.
- A supportive, inclusive culture that values innovation and people.
- Exposure to cutting-edge technologies and projects.
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
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.
Company DescriptionAbout 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 places to work.
BCforward is an equal opportunity employer.
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 places to work.\r\n\r\nBCforward is an equal opportunity employer.