Customer Service Agent
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 agents to assist with both inbound and outbound service and sales initiatives for a diverse range of clients. In this capacity, you will manage incoming inquiries, reach out to current customers to address service questions, and promote new products and services. There are numerous project opportunities available with some of the most esteemed brands globally. Ideal candidates are natural problem solvers who are committed to delivering outstanding customer service and achieving exceptional customer satisfaction.
This role presents an excellent opportunity to launch your career with our expanding organization. With our top-tier training programs, you are sure 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 highly encouraged to apply.
To be considered for this role, candidates must complete a comprehensive application on our company careers page, including screening questions and a brief pre-employment assessment.
KEY RESPONSIBILITIES:WHAT DOES THIS ROLE ENTAIL?
In this position, you will manage both incoming and outgoing calls, providing support for customer service, technical assistance, and sales interactions. This role requires you to engage with numerous customers weekly across the nation to resolve issues, promote new offerings, and ensure a premier customer experience.
Alongside delivering exceptional service, you will need to be a proactive, fully engaged team member dedicated to fostering a positive and enthusiastic work environment.
Essential Duties:
- Manage inbound and outbound communications in a professional and timely manner.
- Achieve first-call resolution through effective problem-solving and call management.
- Investigate systems to locate missing information as necessary; collaborate with other departments to resolve issues when required.
- Accurately document and process customer inquiries in the appropriate systems.
- Conduct discussions to determine the best solutions for customers.
- Utilize training and knowledge resources to provide accurate answers to customer inquiries while adhering to all required scripts, policies, and procedures.
- Comply with confidentiality requirements regarding personal information.
- Escalate customer concerns to the appropriate personnel for resolution as necessary.
- Participate in meetings and training sessions and review all new training materials to stay informed on program knowledge, systems, and processes.
- Adhere to all attendance and scheduling requirements.
ARE YOU A GOOD MATCH?
We provide all new hires with comprehensive training, so all motivated, confident, and positive applicants are encouraged to apply. This position relies on building relationships and translating the knowledge gained in training into successful customer interactions. Ideal candidates are highly driven, energetic, and committed.
Qualifications:
- Exceptional organizational, written, and verbal communication skills.
- Ability to type quickly and accurately (20+ words per minute).
- Basic understanding of the Windows operating system.
- Highly dependable with a strong commitment to regular attendance and punctuality.
- Aptitude for conflict resolution, problem-solving, and negotiation.
- Ability to multitask, maintain focus, and self-manage.
- Strong team orientation and customer-centric approach.
- Ability to thrive in a dynamic environment characterized by change and uncertainty.
- Excellent interpersonal skills and the ability to cultivate relationships with colleagues and customers.
This position operates in a professional office environment. While performing the duties of this role, the employee will primarily be sedentary and will be required to sit or stand for extended periods while using a computer and telephone headset. The employee will regularly need to 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 any direction, lift or lower objects, move items from one location to another, and exert force up to forty (40) pounds.
REASONABLE ACCOMMODATION:It is the policy of MCI and its affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. This policy applies to all aspects of employment.
DIVERSITY AND INCLUSION:At MCI and its subsidiaries, we celebrate differences and believe that diversity enriches our employees, our company, our customers, and our community. All employment decisions at MCI are based solely on merit and qualifications. MCI is committed to maintaining a work environment free from discrimination, where all employees are treated with dignity and respect.
MCI does not discriminate against any employee or applicant based on age, ancestry, color, gender identity or expression, genetic information, marital status, 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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI 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.
ABOUT MCI:MCI assists clients in navigating their customer experience and digital transformation challenges by creating industry-leading solutions that deliver exceptional results and drive optimal performance. MCI supports businesses with outsourcing, staffing, customer service, and IT service needs 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 service delivery facilities across various locations.
Through modernization and digitalization, MCI empowers clients to achieve more with less. MCI is the parent company of a diverse array of tech-enabled business services, continually growing and acquiring companies that offer synergistic products and services.
DISCLAIMER:
The purpose of this job description is to provide potential candidates with a general overview of the role. It is not an exhaustive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform additional duties. The employer reserves the right to revise this job description at any time. This job description does not constitute a contract for employment, and either you or the employer 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, frequent cleaning of workspaces, daily health checks, and travel policies to minimize exposure.
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