CSR - Call Center in Indianapolis - 100%remote

BCforward is currently seeking a highly motivated CSR - Call Center (100%) for an opportunity in Indianapolis, IN 46214 Position Title: CSR - Call Center - (Remote Work) Location: Remote: Indianapolis, IN 46241 Expected Duration: 3 to 12 months contract Pay Rate: $17/hr. Education level: HIGH School or GED Shift : 8a -5pm Note: Initial 3 days need to be onsite for Mandatory training and thereafter 100% Remote Work This position being contingent on business needs and could end after a couple of weeks to months 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 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 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. 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. 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