Customer Contact Representative

BCforward; San Antonio (TX); On-site; USD 33,000 - 41,000; Full time

Job summary

BCforward is seeking a dedicated Customer Contact Representative to join our on-site team in San Antonio, Texas. The role focuses on outbound calls to businesses to complete a structured questionnaire and scorecard, delivering a high-quality customer experience.

The ideal candidate will have strong communication skills, a service mindset, and the ability to gather accurate information while maintaining confidentiality and professionalism. Overtime opportunities may be available based on demand.

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service experience preferred.
• Strong verbal communication and listening skills.

Responsibilities

• Conduct outbound calls to businesses to complete questionnaires and accompanying scorecards.
• Establish rapport with business representatives and provide a professional, courteous, and engaging experience.
• Clearly explain the purpose of the questionnaire and guide businesses through the required questions.
• Accurately document responses and complete scorecards in accordance with established guidelines.
• Provide personalized, attentive service throughout each interaction.
• Use strong communication and active listening skills to understand responses and clarify information when necessary.
• Follow established call procedures, scripts, workflows, and quality standards.
• Review completed questionnaires and scorecards for accuracy, completeness, and consistency.
• Identify missing, inconsistent, or unclear information and take appropriate steps to resolve discrepancies.
• Maintain accurate records of outreach efforts, responses, and completed questionnaires.
• Meet established productivity, quality, and customer service performance expectations.
• Protect confidential and sensitive business information.

Skills

Verbal communication

Active listening

Interpersonal skills

Attention to detail

Organizational skills

Time management

Education

High school diploma or equivalent

Tools

CRM software

Job description

BCforward is seeking a highly motivated and experienced Customer Contact Representative to join our dynamic team.

Customer Contact Representative

Schedule: Two available shifts:

• 7:00 AM – 4:00 PM
• 4:00 PM – 1:00 AM

Workweek: 5 days per week, with 2 days off. The facility operates 7 days a week, so weekend availability may be required.

Overtime: Overtime opportunities may be available based on business needs.

Position Overview

We are seeking a professional, customer-focused, and detail-oriented Customer Service Representative to join our onsite team in San Antonio, Texas. This position is responsible for conducting outbound calls to businesses to complete a structured questionnaire and accompanying scorecard.

The ideal candidate will have exceptional communication skills, a strong service-oriented mindset, and the ability to deliver a personalized, high-quality experience during every interaction. Experience providing concierge services, executive assistant services, or premium and bespoke customer support is strongly preferred.

This role is an excellent opportunity for an individual who enjoys engaging with businesses, gathering accurate information, and maintaining high standards of customer service and quality.

Key Responsibilities

• Conduct outbound calls to businesses to complete questionnaires and accompanying scorecards.
• Establish rapport with business representatives and provide a professional, courteous, and engaging experience.
• Clearly explain the purpose of the questionnaire and guide businesses through the required questions.
• Accurately document responses and complete scorecards in accordance with established guidelines.
• Provide personalized, attentive service throughout each interaction.
• Use strong communication and active listening skills to understand responses and clarify information when necessary.
• Follow established call procedures, scripts, workflows, and quality standards.
• Review completed questionnaires and scorecards for accuracy, completeness, and consistency.
• Identify missing, inconsistent, or unclear information and take appropriate steps to resolve discrepancies.
• Maintain accurate records of outreach efforts, responses, and completed questionnaires.
• Meet established productivity, quality, and customer service performance expectations.
• Protect confidential and sensitive business information in accordance with company policies.
• Collaborate with team members and supervisors to address questions, resolve issues, and support continuous process improvement.
• Adapt to changing priorities and business needs while maintaining a high level of professionalism.

Required Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service experience preferred, including experience in a call center, healthcare setting, doctor's office, hotel, restaurant, or other customer-facing environment.
• Strong verbal communication, active listening, and interpersonal skills.
• Comfortable conducting outbound phone calls and engaging professionally with businesses.
• Strong attention to detail and the ability to accurately capture and document information.
• Ability to follow detailed instructions, scripts, and established processes.
• Basic computer proficiency and the ability to navigate multiple systems while conducting calls.
• Strong organizational and time-management skills.
• Professional, dependable, and service-oriented approach.
• Ability to work onsite in San Antonio, Texas.
• Flexibility to work either the 7:00 AM–4:00 PM or 4:00 PM–1:00 AM shift.
• Availability to work a 5-day schedule, including weekends as needed, with 2 days off per week.