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POSITION OVERVIEW
We are looking for Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world.
There are a wide variety of project openings available. Schedules vary by site and program however we can usually find something that works for everyone. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management.
POSITION RESPONSIBILITIES
WHAT DOES A WORK AT HOME CONTACT CENTER REPRESENTATIVE DO?
This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure best in class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.
Our entry-level Contact Center Representatives are responsible for the following tasks:
Listen to customers, understand their needs, and resolve customer issues
Utilize systems and technology to complete account management tasks
Recognize sales opportunity and apply sales skills to upgrade
Explain and position the products and processes with customers
Appropriately escalate customer dissatisfaction with managerial team
Ensure first call resolution through problems solving and effective call handling
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT?
MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.
Qualifications
Must be 18 years of age or older
High school diploma or equivalent
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating system
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused and self-manage
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change and ambiguity prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect from MCI:
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Health Benefits: Full-time employees are eligible for supplemental health coverage through Blue Cross.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
CONDITIONS OF EMPLOYMENT All MCI Locations Must be authorized to work in the country where the job is based.
Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
ABOUT US
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.
DISCLAIMER
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
