Customer Service Rep

Job description

Customer Service Rep 0-12 month(s) SAN ANTONIO TX 78249 $12.59/hr on w2 The Customer Service Rep receives calls and emails from clients as the initial point of contact for inquiries regarding HR policies, practices or to resolve issues. The CSR helps the associate by answering their inquiry, resolving their problem or routing their issue to a specialist for resolution. In addition, the CSR records and tracks the issue on a case management tool. The CSR solves problems by utilizing a knowledge management system as well as detailed instructions/procedures. The CSR escalates issues when faced with non-standard issues/problems and shares knowledge and experience with other members of team. Key Responsibilities: • Assist caller to resolve question/issue by providing needing information or routing the caller to a representative that can resolve their question/issue. • Use various tools to obtain a high rate of First Contact Closure cases. • Record and track all customer contacts using a case management tool. • Follow through to ensure case is resolved and closed appropriately. • Maintain appropriate level of process/account knowledge in order to assist callers and avoid escalation. • Contribute to process improvement initiatives. • Assist in training/education of more junior team members on operation procedures & policies. • Support and sustain a positive work environment that fosters team performance through own work and behavior. Work Experience: • Minimum of 1 year of experience in a fast paced customer service environment. • Previous experience using a telephone to handle customer requests. • Previous experience using a personal computer. Work Requirements: Available to answer calls 7.5 hours/day. Overtime may be required. Knowledge/Skills Requirements: • Strong customer service skills. • Minimum 2 Years of contact center experience. • Ability to function effectively as a team member • Strong organization skills. • Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Partners. • Maturity in dealing with sensitive and confidential matters. • Working knowledge of email, Internet Explorer, Excel and Word. • Proficient typing skill (35 wpm) Must be able to pass a background and drug screen About BCforward BCforward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full service personnel solutions organization. BCforward’s headquarters are in Indianapolis, Indiana and also operates delivery centers in 17 locations in North America as well as Hyderabad, India and Puerto Rico. We are currently the largest consulting firm and largest MBE certified firm headquartered in Indiana. With 14+ years of uninterrupted growth, the addition of two brands (Stafforward and PMforward) and a team of more than 1400 resources our teams deliver services for multiple industries from both public and private sectors. BCforward’s team of dedicated staffing professionals has placed thousands of talented people over the past decade, with retention rates that are consistently higher than the industry average.