Customer Service Representative

4 weeks ago

Las Cruces, New Mexico, United States MCI Careers Full time
Job Title: Call Center Representative

Job Summary:

MCI Careers is seeking a highly motivated and customer-focused Call Center Representative to join our team. As a Call Center Representative, you will be responsible for providing exceptional customer service and support to our clients, resolving issues, and upselling products and services.

Key Responsibilities:

  • Handle inbound and outbound calls in a courteous and professional manner
  • Ensure first call resolution through problem-solving and effective call handling
  • Research systems to find missing information and coordinate with other departments to resolve issues
  • Accurately document and process customer claims in appropriate systems
  • Lead fact-finding discussions to determine the best options for the customer
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes

Requirements:

  • 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 are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications:

  • 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

What We Offer:

  • Competitive starting compensation
  • Regular reviews and raises based on tenure and performance
  • Paid time off and paid holidays
  • Paid training opportunities
  • Regular daily, weekly, and monthly incentives
  • Medical, dental, and vision coverage options
  • Fun and engaging work environment
  • Casual dress code

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 the country where the job is based
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
  • Must be willing to submit to drug screening

Equal Opportunity Employer:

MCI Careers is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees and applicants.

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