Customer Service Representative 2

Job Description

Job Description

Job Title: Customer Service Representative 2

Location: Prescott Valley, AZ

Duration: 9 months+

Pay Range: $16/hr (W2)

Job ID: 372208

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Customer Service Representative 2to join our dynamic team. The ideal candidate will have strong experience in customer support, billing resolution, cash handling, and case documentation and a proven ability to resolve complex customer issues accurately, process transactions, and ensure policy-compliant service delivery .

Responsibilities:

• Confer with customers by phone or in person to provide information on products and services, take or enter orders, cancel accounts, and obtain complaint details.
• Provide services such as licenses, registrations, titles, permits, or program eligibility information.
• Verify and implement appropriate changes to resolve customer problems and confirm resolution with customers.
• Maintain detailed records of interactions, inquiries, complaints, comments, and actions taken.
• Resolve service or billing complaints by exchanging merchandise, issuing refunds, or adjusting bills as authorized.
• Complete contract forms, prepare change-of-address records, and issue service discontinuance orders using computer systems.
• Refer unresolved grievances to designated departments for further investigation.
• Determine charges for requested services, collect deposits or payments, and arrange billing.
• Contact customers to respond to inquiries, communicate claim investigation results, and provide notice of planned adjustments.
• Perform journey-level customer service tasks requiring discretion in releasing information and solving complex complaints.
• Conduct research, compile information, and analyze policies and procedures to resolve issues.
• Handle money receipts, reconcile cash to known figures for verification, and prepare and transmit daily deposits to the bank or state treasurer’s office.

Required Skills & Qualifications:

• Proficiency with customer service software and standard office applications.
• Strong analytical and problem-solving skills with attention to detail.
• Effective verbal and written communication with clear documentation practices.
• Cash handling and reconciliation experience with basic accounting familiarity.
• Ability to interpret and apply policies, procedures, and regulatory guidance.
• Experience level: 2+ years in customer service or call center, including billing or payments support.

Preferred Skills:

• Public sector or licensing/permits service experience.
• Experience with CRM platforms and case management workflows.

Company Description

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-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.

BCforward is an equal opportunity employer.

Company Description

About BCforward:\r\n\r\nFounded 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.\r\n\r\nBCforward 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.\r\n\r\nBCforward is an equal opportunity employer.