Customer Service Representative

21 hours ago

Las Cruces, New Mexico, United States MCI Military Recruitment Full time
Job Title: Contact Center Representative II

Job Summary:

We are seeking experienced contact center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. As a Contact Center Representative II, you will work directly with customers to respond to inquiries, manage complaints, troubleshoot customer service problems, and upsell customers on new products and services.

Responsibilities:

  • Handle inbound and outbound calls, emails, and chats in a courteous, timely, and professional manner.
  • Ensure first call resolution through problems solving and effective communication.
  • 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.

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.

Working Conditions:

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.

Compensation and Benefits:

We offer competitive compensation and benefits, including paid time off, regular raises, and advancement opportunities. Our employees also enjoy a fun and engaging work environment, casual dress code, and cash and prize contests.

Equal Opportunity Employer:

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is free from discrimination and harassment.

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