Contact Center Representative I (Entry-Level)
Company: MCI Careers
Location: Savannah
Posted on: April 17, 2024
Job Description:
LOCATION: Savannah, GA JOB TYPE: Full-Time PAY TYPES: Hourly +
Bonus SALARY: $11.10 - $16.10 / hour APPLICATION DETAILS: No Resume
Required, Entry-Level POSITION OVERVIEW: CALL CENTER REPRESENTATIVE
I (ENTRY-LEVEL)We are looking for entry-level call center
representatives to support inbound and outbound customer service
and sales projects for a wide variety of clients. You will be
responsible for answering incoming and outbound calls, handling
customer questions and complaints and seizing opportunities to
upsell products when they arise. Candidates should have a social
and positive demeanor, a positive work ethic, and have a track
record of working well with customers. Schedules vary by site and
project; however, we can usually find something that works for
everyone. This is an on-site, entry-level position. Prior contact
center experience isn't required; candidates experienced in
customer service industries such as servers, bartenders, and retail
associates are encouraged to apply! 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. --------------: ... 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 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
OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun,
Engaging Work EnvironmentCasual Dress CodeCash and Prize Contests
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, kate.murph@mci.world. 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): MCI (www.mci.world) helps customers take on their
CX and DX challenges differently, creating industry-leading
solutions that deliver exceptional experiences and drive optimal
performance. MCI assists companies with business process
outsourcing, staff augmentation, call center services, 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. MCI's subsidiaries had previously made
Inc. Magazine's List of Fastest-Growing Companies 15 times
respectively. MCI has fifteen business process outsourcing service
delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. 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 10,000+ 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).
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. 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
www.mci.world/covid-19.
Keywords: MCI Careers, Savannah , Contact Center Representative I (Entry-Level), Other , Savannah, Georgia
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