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Hurricane Relief Call Center Representative

2 months ago

Cheyenne, Wyoming, United States Mass Markets Full time
Job Title: Hurricane Relief Call Center Representative

About the Role:

We are seeking highly motivated and customer-focused individuals to join our team as Hurricane Relief Call Center Representatives. As a key member of our disaster response team, you will play a critical role in providing exceptional customer service to individuals affected by hurricanes.

Responsibilities:

  • Assist customers with service inquiries and resolve issues in a timely and professional manner
  • Learn and apply the latest customer service techniques and account management systems
  • Improve the customer experience by providing personalized solutions and support
  • Escalate customer dissatisfaction to proper channels and work with internal teams to resolve issues

Requirements:

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Excellent organizational, written, and oral communication skills
  • 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 systems
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • Ability to evaluate, troubleshoot, and follow up on customer issues
  • Aptitude for conflict resolution, problem solving, and negotiation
  • Customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and ability to build relationships with team and customers

What We Offer:

We provide a competitive compensation package, including standard starting compensation commensurate with experience. Our team is dedicated to providing exceptional customer service and support, and we are committed to creating a positive and inclusive work environment.

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. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Reasonable Accommodation:

It is the policy of Mass Markets and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.

Equal Opportunity Employer:

At Mass Markets and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at Mass Markets are based solely on a person's merit and qualifications. Mass Markets maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling Mass Markets' commitment to a diverse and equal opportunity work environment.

Mass Markets does not discriminate against any employee or applicant on the basis of 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, regulations, and ordinances. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

Mass Markets will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of Mass Markets to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About Mass Markets:

Mass Markets helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. Mass Markets 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.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. Mass Markets' subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. Mass Markets has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, Mass Markets ensures clients do more for less. Mass Markets is the holding company for a diverse lineup of tech-enabled business services operating companies. Mass Markets organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. Mass Markets now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following Mass Markets brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Disclaimer:

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. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.