Job Details

Customer Service Representative- Call Center

BCforward is currently seeking a highly motivated Customer Service Representative- Call Center for an opportunity in Columbus OH. Location: Columbus OH Anticipated Start Date: March 26, 2026 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: 6+ months (with possibility of extension or conversion) Job Type: Contract, 40 HRS WEEKLY, Remote (local to Columbus OH) Pay Range: $20/hr - $20.30/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.). The client is expecting 100% attendance for the first 90 days. Start Date: March 23rd, 2026

Responsibilities

The Customer Services Representative will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming and outgoing phone, email and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and work in a team environment. M-F, shifts between 8:00 am to 6:30 pm EST Shift schedule: Daily hours and shifts may vary, with a rotational requirement for after-hours coverage and opportunities for Overtime as needed to support storm-related activities

• Answer incoming phone calls, chats, and or emails
• Conduct outreach phone calls and or emails
• Provide outstanding customer service
• Recognize and follow call flows with scripts
• Research and review customer inquiries
• Research information using multiple systems
• Relay research findings and outcomes to customers
• Manage customer contact while balancing the entry and review of all customer documentation
• Successfully achieve individual production metrics and contribute to the success of the broader teams goals
• Maintain compliance and adhere to quality standards aligned to reduce operational risk
• Protect the privacy of clients while using multiple data sources and systems
• Identify and escalate appropriate issues
• Clearly document call information and encounters in call logs
• Recognize and alert management of risk and trends
• Quickly transition from one task to another
• Maintain a professional demeanor
• Other duties as assigned

Basic Qualifications

* 2yr of Customer Service experience * 1yr of Call Center Agent experience * 6 months of Utilities or Health & Public Services experience

Preferred Qualifications

-6 months of Accenture Health & Public Services experience (Conversion). Examples would be State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services -Former Transaction Processing Experience

Requirements of the Role

* High School Diploma or GED * Internet access sufficient to handle calls received via the Internet * Quiet and private remote work location * Proficiency with computers: Experience using the internet, email via Outlook