Customer Service Specialist
2 weeks ago
POSITION LOCATION:
Remote
EMPLOYMENT TYPE:
Full-Time & Part-Time
SALARY STRUCTURE:
Base Salary
APPLICATION PROCESS:
No Resume Required, Entry-Level
ROLE SUMMARY:
We are seeking dedicated customer service specialists to assist with both inbound and outbound communication for various customer service and sales initiatives across a diverse range of clients. In this position, you will manage incoming inquiries, conduct outbound calls to existing clients to address service questions, and promote new products and services. This role offers opportunities with some of the most recognized brands globally. Ideal candidates will be natural problem solvers who are committed to delivering exceptional customer service and ensuring customer satisfaction.
This is an excellent opportunity to embark on your career with our expanding team. With our industry-leading training programs, you will have the chance to develop your skills. Previous experience in a contact center is not mandatory; individuals with backgrounds in customer service roles, such as hospitality or retail, are encouraged to apply.
To be considered for this role, candidates must complete a comprehensive application on our company careers page, which includes screening questions and a brief pre-employment assessment.
KEY RESPONSIBILITIES:WHAT DOES THIS ROLE ENTAIL?
In this capacity, you will manage both inbound and outbound calls, providing support for customer service, technical assistance, and sales interactions. You will engage with numerous customers weekly to resolve issues, promote new offerings, and ensure a superior customer experience.
Alongside delivering outstanding service, you are expected to be a proactive, engaged team member who brings a positive and enthusiastic attitude to work each day.
Essential Duties Include:
- Handle inbound and outbound communications in a professional and timely manner.
- Achieve first-call resolution through effective problem-solving and call management.
- Utilize systems to locate missing information as necessary; collaborate with other departments to resolve issues.
- Document and process customer claims accurately in the appropriate systems.
- Lead discussions to identify the best solutions for customers.
- Use training and knowledge resources to provide accurate answers to customer inquiries while adhering to required scripts and policies.
- Maintain confidentiality of customer information.
- Escalate complex customer issues to appropriate staff for resolution.
- Participate in meetings and training sessions to stay updated on program knowledge and processes.
- Adhere to attendance and work schedule requirements.
ARE YOU A GOOD MATCH?
We offer comprehensive training for all new hires, so motivated, confident, and positive candidates are encouraged to apply. This position focuses on building relationships and translating the knowledge gained in training into successful customer interactions. Ideal candidates are energetic, highly motivated, and committed to excellence.
Qualifications Include:
- Strong organizational, written, and verbal communication skills.
- Ability to type quickly and accurately (20+ words per minute).
- Basic proficiency with the Windows operating system.
- Dependable with a strong record of attendance and punctuality.
- Skills in conflict resolution, problem-solving, and negotiation.
- Capacity to multi-task, maintain focus, and self-manage.
- Team-oriented with a strong customer focus.
- Able to thrive in a dynamic environment with frequent changes.
- Excellent interpersonal skills with the ability to build rapport with team members and customers.
This position is based in a professional office environment. While performing the duties of this role, the employee will primarily be seated and may need to stand for extended periods while using a computer and telephone headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasionally, the employee may need to move around the office to complete tasks, reach in various directions, and lift or move objects weighing up to forty (40) pounds.
REASONABLE ACCOMMODATION:MCI and its affiliates are committed to providing reasonable accommodations for qualified applicants or employees with disabilities, unless such accommodations would impose undue hardship. This policy applies to all aspects of employment. If you require reasonable accommodation, please contact Human Resources.
DIVERSITY AND INCLUSION:At MCI and its subsidiaries, we value diversity and believe it enhances our workplace, our company, our customers, and our community. All employment decisions at MCI are based solely on merit and qualifications. We maintain a work environment free from discrimination, where all employees are treated with dignity and respect. Every employee shares the responsibility of fostering a diverse and equal opportunity workplace.
MCI does not discriminate against any employee or applicant based on 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. MCI will consider qualified applicants with criminal histories in accordance with local and federal regulations.
MCI is committed to preventing discrimination or harassment based on any of these characteristics. We adhere to these principles in all employment aspects, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. MCI also provides reasonable accommodations to qualified employees with disabilities as required by applicable laws.
ABOUT MCI:MCI is dedicated to helping clients navigate their customer experience (CX) and digital transformation (DX) challenges through innovative solutions that enhance experiences and drive performance. We assist businesses with outsourcing, staffing, customer service, and IT services by providing specialized hosting, software, staff, and services.
In 2019, MCI was recognized by Inc. Magazine as Iowa's Fastest Growing Company and ranked 452nd among the Fastest Growing Privately Held Companies in the USA. MCI operates multiple business process outsourcing facilities across various locations.
Through modernization and digitalization, MCI enables clients to achieve more with less. MCI is the parent company of a diverse range of tech-enabled business services, focusing on organic growth, acquisitions, and operational excellence.
DISCLAIMER:
The above job description provides a general overview of the role and is not an exhaustive list of duties, responsibilities, skills, and qualifications required. Supervisors or managers may assign additional tasks as needed. The employer reserves the right to revise this job description at any time. This description does not constitute a contract for employment, and either party may terminate employment at any time for any reason.
As an employer supporting critical clients, we have implemented measures to ensure operational continuity while prioritizing employee safety. These measures include social distancing, regular cleaning of workspaces, daily temperature checks for on-site employees, and travel restrictions.
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