Blended Call Center Representative (Inbound & Outbound)
Company: OnBrand24
Location: Savannah
Posted on: May 16, 2022
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Job Description:
POSITION OVERVIEW:
BLENDED CALL CENTER REPRESENTATIVE (INBOUND & OUTBOUND)
Start a career with our growing team! We are looking for call
center representatives to support inbound and outbound customer
service and sales projects for a wide variety of clients. In this
role, you will handle inbound inquiries, make outbound calls to
existing customers to assist with customer service questions, and
up-sell customers on new products and services. Experienced or
entry-level candidates should be willing to learn on the job, have
excellent communication skills, and be highly reliable.
Schedules vary by site and project; however, we can usually find
something that works for everyone. This is an on-site, entry-level
position with competitive compensation commensurate with
experience. While prior contact center experience isn't required,
experience in customer service, technical support, inside sales, or
back-office support in a contact center environment is a plus.
To be considered for this position, you must complete a full
application on our company careers page, including screening
questions and a brief pre-employment test.
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POSITION RESPONSIBILITIES:
WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?
In this role, you handle inbound and outbound calls, helping to
support customer service, technical support, and customer sales
interactions. It 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 providing exceptional service, you will need to be a
confident, fully engaged team player 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
Ensure first call resolution through problems solving and effective
call handling
Research systems to find missing information as applicable;
coordinate with other departments to resolve issues when needed
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
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?
We provide all new employees with world-class training, so all
positive, driven, and confident applicants are encouraged to apply.
This position relies on building relationships and turning the
knowledge you gain in training into customer wins. Ideal candidates
for this position are highly motivated, energetic, and
dedicated.
Qualifications
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 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
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:
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.
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 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.
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.
For more information on MCI's response to COVID-19 please visit
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, .
EQUAL OPPORTUNITY EMPLOYER:
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..... click apply for full job
details
Keywords: OnBrand24, Savannah , Blended Call Center Representative (Inbound & Outbound), Other , Savannah, Georgia
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