CALL CENTER REPRESENTATIVE (Full-Time & Part-Time) TALENT POOL

MCI 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.

We are looking for full-time and part-time customer service representatives to support inbound projects for a wide variety of this role you will troubleshoot basic technical issues build strong relationships with customers fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

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.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous timely and professional manner
• Listen to customers understand their needs and resolve customer issues
• 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
• 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.
• 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 relationshipswith your team and customers

Preferred (Not Required)

• One (1) year of experience incustomer service technical support inside sales back-office chat or administrative support in a contact center environment

MCI 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. 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 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 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC Aqua EastWest BPO TeleTechnology and Vinculum.

MCI 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.

We are looking for full-time and part-time customer service representatives to support inbound projects for a wide variety of this role you will troubleshoot basic technical issues build strong relationships with customers fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

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.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous timely and professional manner
• Listen to customers understand their needs and resolve customer issues
• 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
• 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.
• 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 relationshipswith your team and customers

Preferred (Not Required)

• One (1) year of experience incustomer service technical support inside sales back-office chat or administrative support in a contact center environment

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION

At MCI we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:
We understand the importance of balance and support which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest recharge or attend to personal matters.
• Health Benefits: After probation employees qualify for Medical Insurance. This gives you access to general practitioners chronic medication basic dental and optical care as well as emergency services ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

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.

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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

At 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.

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 will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs 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.

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.

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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.