Job Details

divh2Job Opportunity/h2pMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry./ppThis position supports 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./ppIn 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./ppTo be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test./ph2Position Responsibilities/h2pstrongKey Responsibilities:/strong/pulliHandle inbound and outbound contacts in a courteous, timely, and professional manner/liliEnsure first call resolution through problems solving and effective call handling/liliResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when needed/liliAccurately document and process customer claims in appropriate systems/liliUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures/liliComply with requirements surrounding confidential information and personal information/liliEscalate customer issues to the appropriate staff and managerial for resolution as needed/liliAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes/liliAdhere to all attendance and work schedule requirements/li/ulh2Candidate Qualifications/h2pstrongWonder if you are a good fit for this position? /strong/ppWe 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./ppstrongQualifications/strong/pulliMust be 18 years of age or older/liliHigh school diploma or equivalent/liliFluent in both English and Spanish/liliExcellent organizational, written, and oral communication skills/liliThe ability to type swiftly and accurately (20+ words a minute)/liliBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)/liliBasic understanding of Windows operating system/liliHighly reliable with the ability to maintain regular attendance and punctuality/liliThe ability to evaluate, troubleshoot, and follow-up on customer issues/liliAn aptitude for conflict resolution, problem-solving, and negotiation/liliMust be customer service oriented (empathetic, responsive, patient, and conscientious)/liliAbility to multi-task, stay focused, and self-manage/liliStrong team orientation and customer focus/liliThe ability to thrive in a fast-paced environment where change and ambiguity prevalent/liliExcellent interpersonal skills and the ability to build relationships with your team and customers/li/ulpstrongPreferred (Not Required)/strong/pulliOne (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment/liliState or Federal work experience/li/ulh2Conditions of Employment/h2pstrongAll MCI Locations/strong/pulliMust be authorized to work in the country where the job is based./li/ulpstrongSubject to the program and location of the position/strong/pulliMust 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./liliMust be willing to submit to drug screening. Job offers are contingent on drug screening results./li/ulh2Compensation Details/h2pstrongemWant an employer that values your contribution?/em/strong/ppWe 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./ppEmployees 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, TVs, 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./ppstrongJust a few of the benefits/strong/pulliMedical, Dental, and Vision Coverage Options/liliPaid Time-Off/liliRegular Raises/liliAdvancement Opportunity/liliFun, Engaging Work Environment/liliCasual Dress Code/liliCash and Prize Contests/li/ulh2Physical Requirements/h2pThis job operates in a home 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./ph2Reasonable Accommodation/h2pConsistent 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources./ph2Diversity and Equality/h2pAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment./ppMCI 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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements./ppMCI 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, MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works./ph2About MCI (Parent Company)/h2pMCI 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, contact center 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 Iowas 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. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less./p/div