Customer Service Representative, Las Cruces

1 day ago

Las Cruces, New Mexico, United States Mass Markets Full time

**Join Mass Markets in Las Cruces, New Mexico, and be part of a dynamic team that delivers exceptional customer experiences.

About the Role:

We are seeking an entry-level Customer Service Agent to join our team at Mass Markets. This is an on-site position with competitive compensation located in Las Cruces, NM. As a Customer Service Agent, you will handle inbound calls, troubleshoot basic technical issues, assist callers with product and process-related inquiries, and represent some of the most recognizable brands in the world.

Key Responsibilities:

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Ensure first call resolution through problem-solving and effective call handling
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
  • Accurately document and process customer claims in appropriate systems
  • 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 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

Required Skills and 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

Benefits:

  • $12.10 - $13.75 per hour
  • Paid Time-Off
  • Paid Holidays
  • Paid Training Opportunities
  • Daily, Weekly, and Monthly Incentives
  • Medical, Dental, and Vision Coverage Options
  • 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 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.

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.

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