Customer Service Associate/ Call center

Job Description

Job Description

BCforward is currently seeking a highly motivated Customer Service Associate/ Call center for an opportunity in Hopewell, NJ 08534

Position Title: Customer Service Representative (Level III)

Location: Hopewell, NJ 08534

Duration: 12 months Possibility of Extension

Pay Rate: $21/hour

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

Job Description :

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.

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.