Entry-Level Customer Service Agent (Full-Time)
Company: MCI
Location: Palm Bay
Posted on: May 14, 2022
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Job Description:
POSITION OVERVIEW *CUSTOMER SERVICE AGENT SUPPORTING COMMERCIAL
AND PUBLIC SECTOR CLIENTS*We are looking for Customer Service
Agents to support inbound customer service, help desk, and
back-office processing representatives for commercial and public
sector support positions. In this role, you will handle inbound
inquiries, troubleshoot basic technical issues, assist callers with
products, process-related inquiries, and professionally represent
some of the most recognizable brands in the world. There are a wide
variety of project openings available. Schedules vary by site and
program however we can usually find something that works for
everyone. This is a wonderful opportunity for you to start your
career here. With our industry-leading training, you are sure to
grow. We offer many advancement opportunities including Supervisor,
Trainer, Talent Acquisition, and Operations Management. Candidates
should be highly reliable, have great communication skills, and be
willing to constantly learn on the job. -------------- POSITION
RESPONSIBILITIES *WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?*This
position supports customer service, technical support, and customer
sales interactions. This role requires you to interact with
hundreds of customers each week across the country to resolve
support issues, sell new products and services, and ensure a
best-in-class customer experience. In addition to being the best in
the business when it comes to customer interactions, you will need
to be confident, fully engaged, a team player, and dedicated to
bringing a positive and enthusiastic outlook to work each day.
*Essential Duties** Handle inbound and outbound contacts in a
courteous, timely, and professional manner* Listen to customers,
understand their needs, and resolve customer issues* Research
systems to find missing information as applicable; coordinate with
other departments to resolve issues as applicable* Follow the
processes of the Client program and perform all tasks in a
courteous and professional manner* Utilize systems and technology
to complete account management tasks* Accurately document and
process customer claims in appropriate systems* Follow all required
scripts, policies, and procedures* Utilize knowledge base and
training to accurately answer customer questions* Comply with
requirements surrounding confidential information and personal
information* Appropriately escalate customer issues with the
managerial team* Escalate customer issues to the appropriate staff
and managerial for resolution as needed. * Ensure first call
resolution through problems solving and effective call handling *
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
CANDIDATE QUALIFICATIONS *WONDER IF YOU ARE A GOOD FIT? *It's about
building relationships and turning the knowledge you gain in
training into customer wins. Representatives make a difference to
customers and the company, providing over-the-phone customer
service, sales, and technical support. We provide all new employees
with world-class training, so all positive, driven, and confident
applicants are encouraged to apply. Ideal candidates for this
position are highly motivated, energetic, and dedicated.
*Required** Must be 18 years of age or older* High school diploma
or equivalent* Experience with data-entry utilizing a computer* The
ability to read and speak English fluently* Have a wired,
high-speed internet connection (Download speed of 20Mbps+)*
Excellent organizational, written, and oral communication skills*
The ability to type swiftly and accurately (20+ words a minute)*
Ability to work regularly scheduled shifts within our hours of
operation including the training period. * Basic knowledge of
Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)*
Familiarity with computer and Windows PC applications and the
ability to learn new and complex computer system applications*
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 (Not Required)** 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 CONDITIONS OF
EMPLOYMENT * Must be authorized to work in their country of
residence (The United States or Canada)* 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. COMPENSATION
DETAILS *WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?*We believe
that hard work should pay off, so we make sure that our
compensation and total rewards are competitive. Standard starting
compensation is commensurate with experience. Regular reviews and
raises are awarded based on tenure and performance, so our
employees make more each year. Employees earn paid time off as well
as paid holidays and paid training opportunities. Regular daily,
weekly and monthly incentives are part of the overall compensation
our team members enjoy and include monetary incentive and prizes
such as computers, tablets, phones, TV's, trips, tickets, and even
cars. In addition to our standard group benefits offering for
full-time employees following 90-days of employment, all employees
are eligible to opt for our MEC medical plan after only 30-days of
employment. Benefits options and plans vary slightly by location.
*JUST A FEW OF THE BENEFITS** Medical, Dental, and Vision Coverage
Options* Paid Time-Off* Regular Raises* Advancement Opportunity*
Fun, Engaging Work Environment* Casual Dress Code* Cash and Prize
Contests SCHEDULE REQUIREMENTS *NEED A SCHEDULE THAT WORKS WITH
YOUR LIFE?*We can offer a wide range of scheduling options for
qualified candidates. There are multiple shifts and weekly work
variations available to our team members. Please ask a Talent
Acquisition Specialist about the different types of creative
scheduling options that are available at your location. Whether you
are a busy parent, student, or just want control of your work-life
balance, flexible, customized scheduling is one of the perks of
working at our organization. REGARDING COVID-19 As an employer
supporting critical Federal, State, Provincial, and Commercial
clients, we have taken steps to ensure that we remain operational
while taking every precaution possible to prevent the spread of
COVID-19 and keep our employees safe. Measures include social
distancing for those working on-site, frequent deep cleaning and
disinfecting of workstations and common areas, daily contactless
temperature checks for those essential employees working on-site,
travel policies limiting travel and mandatory quarantine, reporting
and quarantine processes and policies for those exposed, and
requesting masks to be worn when on-site employees are not at their
workstation. *REGARDING MASKS**To help protect our candidates and
employees, we are REQUESTING that all on-site candidates wear a
mask to interviews and training. **In locations where state or
local government has mandated the use of masks, we will abide by
the mandate, and REQUIRE masks be worn when on-location. *For more
information on MCI's response to COVID-19 please visit
www.mci.world/covid-19. 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.
REASONABLE ACCOMMODATION Consistent with the Americans with
Disabilities Act (ADA) it is the policy of MCI 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 Kate Murph, Vice
President of Human Resources. DIVERSITY AND EQUALITY At MCI 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 MCI are based solely on a
person's merit and qualifications. MCI maintains a work environment
free from discrimination, one where employees are treated with
dignity and respect. All employees share in the responsibility for
fulfilling MCI's commitment to a diverse and equal opportunity work
environment. MCI 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. 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. In
addition, it is the policy of MCI 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 MCI
(PARENT COMPANY) 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. MCI's
subsidiaries had previously made Inc. Magazine's List of
Fastest-Growing Companies 15 times respectively. MCI is
headquartered in Iowa City, IA, and has nine customer contact
management centers, IT services, and business process outsourcing
service delivery facilities in Iowa, Georgia, Florida,
Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
Driving modernization through digitalization, MCI ensures clients
do more for less. MCI is the holding company for a diverse lineup
of tech-enabled business services operating companies. MCI
organically grows, acquires and operates companies that have a
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. MCI now employs 2,500+ talented individuals
with 150+ diverse North American client partners across the
following MCI brands: GravisApps, Mass Markets, MCI Federal
Services (MFS), The Sydney Call Center, OnBrand24, and Valor
Intelligent Processing (VIP). MCI provides products and services
under the following NAICS Codes: 511210 Software Publishers, 518210
Data Processing, Hosting, and Related Services, 519190 All Other
Information Services, 524291 Claims Adjusting, 524292 Third Party
Administration of Insurance and Pension Funds, 541511 Custom
Computer Programming Services, 541512 Computer Systems Design
Services, 541519 Other Computer Related Services, 541519
Information Technology, and Value Added Resellers, 541611
Administrative Management and General Management Consulting
Services, 541613 Marketing Consulting Services, 541690 Other
Scientific and Technical Consulting Services, 541990 All Other
Professional, Scientific, and Technical Services, 561110 Office
Administrative Services, 561320 Temporary Help Services, 561330
Professional Employer Organizations, 561421 Telephone Answering
Services, 561422 Telemarketing Bureaus and Other Contact Centers,
561431 Private Mail Centers, 561440 Collection Agencies, 561499 All
Other Business Support Services, 561990 All Other Support Services,
611430 Professional and Management Development Training. 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. ------- _Education
Requirements: Associated topics: answer, call, client, client
service, help desk, representative, service call, service
representative, support specialist, trouble resolution
Keywords: MCI, Palm Bay , Entry-Level Customer Service Agent (Full-Time), Sales , Palm Bay, Florida
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