Job Description
Title: Customer Service Representative
Location: Mayagüez, 00680, Puerto Rico
Permanent role
Shift: 8-hour Rotational shift 7am – 11pm EST Mon. – Saturday
Hybrid: This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered.
Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.
Training will be onsite from Monday-Friday 8am-5pm or 9am-6pm
The Customer Care Representative is responsible for successfully completing the required basic training. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues.
How You Will Make an Impact
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Analyzes problems and provides information/solutions.
- Operates a PC/image station to obtain and extract information, documents information, activities and changes in the database.
- Thoroughly documents inquiry outcomes for accurate tracking and analysis.
- Develops and maintains positive customer relations and coordinates various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
- Researches and analyze data to address operational challenges and customer service issues. Provides external and internal customers with requested information.
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
- Uses computerized systems for tracking, information gathering and troubleshooting. Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims. Seeks, understands and responds to the needs and expectations of internal and external customers.
Minimum Requirements
- Requires a HS diploma or equivalent
- Previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
- Bilingual (Spanish/English) or multi-language skills. Must be able to pass a validated language test/assessment.
Preferred Requirements
- Full availability to work an 8-hour shift 7am – 11pm EST Mon. – Saturday. preferred.
- Automated Customer Service experience preferred.
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.