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Customer Service Representative
2 months ago
Job Summary:
We are seeking a highly motivated and customer-focused Customer Service Representative to join our team at BCForward. As a key member of our support team, you will be responsible for providing exceptional service to our clients and stakeholders, ensuring their needs are met and exceeded.
Key Responsibilities:
- Provide support to constituents, including education administrators and staff, community members, education partners, and the families of Arizona students.
- Answer calls and emails from constituents, provide support, and assist with questions or concerns related to the agency or executive leadership team and staff.
- Assess inbound constituent inquiries for response or transfer to the appropriate program area.
- Provide information, assistance, and resources in English and/or Spanish to constituents via phone and electronic means.
- Answer questions and resolve issues related to ADE constituent concerns.
- Perform extensive first-level problem resolution for ADE Connect and Common Logon users.
- Escalate issues to Lead Support Center Analyst, or Supervisor as appropriate.
Requirements:
- Minimum of one year experience in assisting customers in a call center setting.
- High school or equivalent, or higher.
- Bilingual (Spanish fluent, speaking/reading/writing).
- Excellent verbal, interpersonal, and written communication skills, including active listening.
- Ability to move from task to task amid interruptions while maintaining a high level of accuracy.
- Ability to follow-up and keep track of delegated tasks.
- Ability to understand and follow documented procedures.
- Ability to work effectively as a member of a support team.
Preferred Qualifications:
- Phone: CISCO Finesse and CISCO Jabber multi-line experience.
- Two years of working within the field of K-12 education and/or prior experience utilizing an automated call management/problem tracking system in accomplishing job responsibilities.
What We Offer:
BCForward offers a comprehensive benefits package, including major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCForward:
BCForward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. We champion 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.
