Position Title: Call Center Assistant - (Remote Work)
Location: Indianapolis, IN 46278
Duration: Short term Contract- Can extend up to 1+ year
Pay Rate: $17.00/hr on W2
Shift : 8am -5pm
Note: No Interview- Direct Offer
Initial 2 days need to be onsite and there after 100% Remote Work
About BCforward
Established in 1998, BCforward, a Black-owned firm headquartered in Indianapolis, IN, pioneers workforce management and digital product delivery solutions globally. With a team of 6,000+ consultants across the world, they champion human potential, guided by core values of People-Centricity, Excellence, and Diversity. As a market leader, BCforward provides a best-in-class workplace, emphasizing equal opportunity employment and fostering a culture of accountability and optimism.
PRIMARY PURPOSE
We are seeking a dedicated and detail-oriented Contact Center colleague to work with our team as a Service Center Assistant. The primary responsibility of this role is to handle inbound and outbound calls related to product recalls with efficiency, empathy, and accuracy. The ideal candidate will possess excellent communication skills, a customer-centric attitude, basic computer skills and the ability to work effectively within a fast-paced environment. This position offers the opportunity to make a meaningful impact by ensuring the safety and satisfaction of our customers. The Colleagues are an integral part of our Contact Center team.
KEY RESPONSIBILITIES
- Handle Inbound and Outbound Calls - Respond to calls with customers regarding product recalls, always demonstrating empathy and professionalism
- Provide Information - Effectively communicate recall procedures, timelines, and resolutions to customers, ensuring clarity and understanding.
- Document Calls - Accurately record and maintain detailed notes of each customer interaction, including the nature of the recall issue, customer concerns, and resolutions offered.
- Troubleshoot Issues - Assist customers in troubleshooting recall-related issues, providing guidance on next steps and resources available.
- Collaborate with Teams - Potentially work closely with cross-functional teams, including Training and Quality Assurance, to discuss complex recalls.
- Ensure Compliance - Adhere to all company policies, procedures, and regulatory requirements related to product recalls, to ensure we are always compliant.
- Provide Feedback - Share customer feedback, trends, and insights with the appropriate colleagues to drive continuous improvement in recall processes and customer satisfaction.
- Maintain Confidentiality - Handle sensitive customer information with the utmost confidentiality and discretion, following established protocols and guidelines.
QUALIFICATIONS
- High school diploma or equivalent; additional education or training in customer service is a plus.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
- Strong problem-solving abilities and attention to detail, with a focus on delivering accurate and timely resolutions to customer inquiries.
- Ability to work efficiently under pressure and adapt to changing priorities in a dynamic work environment.
- Proficiency in basic computer applications and call center software, with the ability to navigate multiple systems simultaneously.
- Commitment to providing exceptional customer service and ensuring customer satisfaction in every interaction.
- Ability to type at least 35 words per minute.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Cell phone with cellular data and ability to receive calls and texts is required for system authentication purposes.
- Flexibility to work an 8 AM to 5 PM schedule, Monday through Friday, with occasional overtime or weekend shifts as needed.
EXPERIENCE
- Proven experience in a call center or customer service role, preferably in a recall or quality assurance environment over the phone and on the computer.
SKILLS and KNOWLEDGE
- Phenomenal customer service skills
- Excellent oral and written communication
- PC literate, including Microsoft Office products
- Strong organizational skills
- Exceptional interpersonal skills
- Ability to adapt in both independent and team environments
- Capability to set up and tear down work equipment
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Qualifications:
Education & Licensing High school diploma or GED required. Experience One (1) year customer service experience or equivalent combination of education and experience preferred. Experience in an inbound call center preferred. Skills & Knowledge Knowledgeable in disability plan eligibility, coverage and benefits Good customer service skills Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office product Strong organizational skills Good interpersonal skills Ability to work in a team environment Ability to meet or exceed Performance Competencies
Education:
High School Graduate/GED
Job Types: Full-time, Contract, Temporary
Pay: $17.00 per hour
Expected hours: 40 per week
Schedule:
Education:
- High school or equivalent (Required)
Experience:
- Call Center/ Customer Service: 1 year (Required)
Location:
- Indianapolis, IN (Required)
Work Location: Remote
