4X10 Customer Service Representative

3 weeks ago

Wichita, United States MCI Careers Full time

POSITION OVERVIEW: 4X10 CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for customer service representatives to support inbound customer service, help desk, and back-office processing 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. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. SALARY: $11.00 - $14.00 / hour POSITION RESPONSIBILITIES: 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 a best-in-class customer experience. Essential Duties Handle inbound and outbound contacts in a courteous, timely, and professional manner Listen to customers, understand their needs, and resolve customer issues Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable Follow the processes of the Client program and perform all tasks in a courteous and professional manner Utilize systems and technology to complete account management tasks Accurately document and process customer claims in appropriate systems Follow all required scripts, policies, and procedures Utilize knowledge base and training to accurately answer customer questions Comply with requirements surrounding confidential information and personal information Appropriately escalate customer issues with the managerial team Ensure first call resolution through problems solving and effective call handling Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes Adhere to all attendance and work schedule requirements CANDIDATE QUALIFICATIONS: We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. 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 Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment State or Federal work experience COMPENSATION DETAILS: We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes. JUST A FEW OF THE BENEFITS Medical, Dental, and Vision Coverage Options Paid Time-Off Regular Raises Advancement Opportunity Fun, Engaging Work Environment Casual Dress Code Cash and Prize Contests 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. CONDITIONS OF EMPLOYMENT: Must be authorized to work in their country of residence (The United States or Canada) Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint. Must be willing to submit to drug screening. REASONABLE ACCOMMODATION: Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. 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. ABOUT MCI (PARENT COMPANY): MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. 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. #J-18808-Ljbffr

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