Customer Support Specialist

BCforward; San Antonio (TX); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

BCforward is seeking a Customer Service Representative for outbound business outreach on site in San Antonio, Texas. The role focuses on conducting structured outbound calls to gather information and complete scorecards, delivering a high-quality, personalized service experience to business contacts.

Shifts are available from 7:00 AM–4:00 PM or 4:00 PM–1:00 AM, with a 5-day workweek and weekend availability as needed.

Qualifications

• High school diploma required.
• 1–2 years in customer service preferred, call center or frontline environment.
• Strong verbal communication and active listening skills.
• Comfortable making outbound business calls and engaging professionally.
• Attention to detail and accurate documentation.
• Able to follow scripts and use multiple systems while calling.
• Excellent organizational and time-management abilities.
• Professional, dependable, service-oriented attitude.
• Onsite work in San Antonio, TX with flexible shifts.
• Weekend availability may be required.

Responsibilities

• Conduct outbound calls to businesses to complete questionnaires and scorecards.
• Establish rapport and provide a professional, courteous customer experience.
• Explain questionnaire purpose and guide respondents through questions.
• Document responses accurately and complete scorecards per guidelines.
• Provide personalized, attentive service throughout interactions.
• Use strong communication to clarify information when needed.
• Follow scripts, workflows, and quality standards.
• Review completed questionnaires for accuracy and consistency.
• Identify missing or unclear information and resolve discrepancies.
• Maintain records of outreach and responses.
• Meet productivity, quality, and customer service targets.
• Protect confidential business information per policy.
• Collaborate with team and supervisors for issues and process improvements.
• Adapt to changing priorities with professionalism.

Skills

Outbound calling

Customer service

Active listening

Communication

Documentation

Time management

Detail oriented

Teamwork

Professionalism

Confidentiality

Education

High school diploma

Tools

CRM software

Job description

Job Title: Customer Service Representative - Outbound Business Outreach

Schedule: Should be flexible for any shifts - 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 is 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 highly preferred. Candidates with experience in phone support, chat support, testing, quality assurance (QA), and quality review are also encouraged to apply.

This role is an excellent opportunity for an individual who enjoys engaging in 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 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 is 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.

Preferred Experience

• Concierge services or executive/personal assistance services.
• Premium, bespoke, or white-glove customer service.
• Phone-based customer support or outbound calling.
• Chat-based customer support.
• Experience supporting business clients or providing high-touch customer experience.
• Testing, quality assurance (QA), quality control, or quality review.
• Reviewing information for accuracy, completeness, and consistency.
• Experience in hospitality, healthcare, or other service-focused industries.

Core Competencies

• Exceptional customer service and relationship-building
• Professional phone and written communication
• Active listening and empathy
• Attention to detail and accuracy
• Quality assurance and process adherence
• Problem-solving and critical thinking
• Organization and time management
• Adaptability and teamwork
• Reliability and professionalism

Schedule

• Shifts: 7:00 AM-4:00 PM or 4:00 PM-1:00 AM - Should be flexible to work for any shifts.
• Work Schedule: 5 days per week, with 2 days off. The facility operates 7 days a week.
• Overtime: Potential overtime opportunities based on operational requirements.

This is an onsite position in San Antonio, Texas. Customer Service Representatives will work in a professional, team-oriented environment focused on outbound business engagement, exceptional service delivery, accurate information gathering, and consistent quality standards.