Job Description
Job Description
Job Summary
Primary Duties & Responsibilities
- Communicate with customers via telephone or in person to provide information about products, services, licenses, registrations, permits, and program eligibility.
- Receive, process, and enter customer orders; cancel or update accounts as required.
- Investigate and resolve customer service or billing issues, including refunds, exchanges, and billing adjustments.
- Verify that appropriate actions have been taken to resolve customer concerns effectively and in a timely manner.
- Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using computerized systems.
- Complete and process contract forms, change-of-address records, and service discontinuation requests.
- Determine service charges, collect payments or deposits, and coordinate billing arrangements.
- Escalate unresolved or complex customer grievances to designated departments for further investigation.
- Follow up with customers to respond to inquiries, communicate claim investigation outcomes, or notify them of service adjustments.
Knowledge, Skills, and Abilities (KSA’s)
- Applicable program rules, regulations, policies, procedures, and relevant statutes.
- Principles and processes of customer and personal service, including needs assessment, service quality standards, and customer satisfaction evaluation.
- English language structure, grammar, spelling, and composition.
- Clerical and administrative procedures, including record management, word processing, form design, and office terminology.
Skills & Abilities
Active Listening: Ability to give full attention to customers, understand concerns, and ask clarifying questions.
Speaking: Ability to communicate information clearly and effectively.
Service Orientation: Demonstrated commitment to assisting customers and resolving issues.
Reading Comprehension: Ability to understand written policies, procedures, and work-related documents.
Critical Thinking: Ability to apply logic and reasoning to identify solutions and make sound decisions.
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.