Call Center Customer Service Representative

Job Description

Job Description

BC forward is currently seeking a highly motivated Customer Service Call Center Rep in Pennington, NJ USA

Position Title: Customer Service Call Center Rep

Location: Pennington, NJ- Onsite

Anticipated Start Date: ASAP

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12 Months (Possibility in extension but not guaranteed)

Pay Range: $21.00/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.).

Job Description:

Work Schedule & Training:

Training: Monday through Friday, 9:00 AM – 5:30 PM EST. On-site in a virtual setting during training. Personal items such as blankets are not permitted.

Post-Training Shifts (EST):

– Monday–Friday, 10:30 AM – 7:00 PM

– Monday–Friday, 11:00 AM – 7:30 PM

– Monday–Friday, 12:00 PM – 8:30 PM

We are seeking a Customer Service Representative (Level III) to join our Retirement and Benefits team. The ideal candidate will have strong experience in high-volume call center support, retirement plan servicing, and multi-system navigation and a proven ability to deliver accurate guidance, de-escalate complex inquiries, and process transactions error free.

Responsibilities:

• Support participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.
• Provide clear, compliant information on account features, transactions, and options.
• Execute and document financial transactions with accuracy and timeliness.
• De-escalate difficult situations and resolve client concerns with professionalism.
• Navigate multiple systems and maintain detailed notes while keeping clients engaged.
• Adhere to attendance, punctuality, dress code, and training expectations.

Required Skills & Qualifications:

• 2+ years of customer service experience in a fast-paced, high call volume environment.
• Proficiency navigating multiple screens and systems while typing accurate notes.
• Computer literacy with Microsoft Outlook, Word, and PowerPoint.
• Strong verbal and written communication with sound grammar and professional tone.
• Proven de-escalation skills and client issue resolution with respect and poise.
• Ability to work under pressure and adapt to changing procedures.
• Handles confidential and sensitive information responsibly.
• Self-motivated with a positive attitude and openness to coaching.

Preferred Skills:

• Experience in financial services, retirement plans, or benefits administration.
• Familiarity with call center quality standards and metrics.

Expectations & Guidelines:

• Professional business casual attire. Required for interviews.
• Cell phone use only in designated locations and times as directed by management.
• Attendance and punctuality. Proper call-out procedures and communication with supervisor and vendor. Up to 16 hours allowed within first 90 days. No time off recommended during training.

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.

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 place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

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.