FirstBank Jobs

This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2341537 BCforward is currently seeking a highly motivated Hybrid Customer Service Representative in Boise, ID.

Position Title: Hybrid Customer Service Representative

Location: Boise, ID, 83714

Anticipated Start Date: 03-17-2024

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 (contract to hire position)

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

Pay Range: \$15.00/hr to \$16.50/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.).

Note: Looking for Boise, Idaho residents. Will need to be able to come onsite every Wednesday and Thursday.

Job Description:

• Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/ tasks in innovative and effective ways.
• Expert knowledge on the general/technical aspects of the job.
• Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems.
• Work is completed independently and has ability to handle most unique situations.
• Frequently determines methods and procedures for new assignments.

Responsibilities:

• Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
• Monitor the service event through completion for compliance. Manage the service requests of customers through different access channels.
• Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
• Provide resolution and feedback based on analysis.
• Leads in projects for process or quality improvements and documents changes. Works with escalated customers and drives actions in post incident reviews.
• Manages multiple tasks or cases simultaneously without supervision.
• Acts as a mentor and may provide some supervision of other non-exempt employees.
• May provide input on training material for new and existing processes.
• Provide training to new and existing employees as needed.
• Process expert and subject matter expert on standard and nonstandard delivery types.

Education and Experience Required:

• High school education or equivalent; some college level education preferred.
• Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education.

Knowledge and Skills:

• Superior communication skills both written and verbal Experience in customer facing role either remote or face to face.
• Understands internal processes and tools Computer proficiency.
• Problem solving skills.
• Accuracy in data entry
• Excellent fluency in language to be supported.
• Experience in a phone based remote role.
• Familiarity with computer technology.
• Time management skills.
• Oversee compliance with operating procedures and standards.
• Advanced knowledgeable in call routing and case management processes and obligation systems.
• Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
• Organizational skills to manage workflow and tasks.
• Process analysis and documentation.
• Ability to mentor and train new agents
• Ability to participate or lead in projects for process or qualit improvements.

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.

Keywords:

Customer Service/ Data Entry/ Call Center

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-