Customer Service Representative

4 weeks ago

Las Cruces, New Mexico, United States MCI Careers Full time
Job Title: Contact Center Representative I

Job Summary:

MCI Careers is seeking a highly motivated and customer-focused Contact Center Representative I to join our team. As a Contact Center Representative I, you will be responsible for providing exceptional customer service and support to our clients through inbound and outbound calls, emails, and chats.

Key Responsibilities:

  • Handle inbound and outbound calls, emails, and chats in a professional and courteous manner
  • Provide accurate and timely responses to customer inquiries and resolve issues in a fair and efficient manner
  • Utilize knowledge base and training to accurately answer customer questions and follow all required scripts, policies, and procedures
  • Escalate customer issues to the appropriate staff and management for resolution as needed
  • Attend meetings and training sessions to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

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.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Diversity and Equality:

MCI and its subsidiaries are committed to diversity and equality in the workplace. We believe that a diverse and inclusive work environment is essential to our success and the success of our clients.

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