Call Center Representative (Full-Time)
Company: Mci Careers
Location: Wichita
Posted on: May 3, 2024
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Job Description:
LOCATION: Wichita, KS JOB TYPE: Full-Time & Part-Time PAY TYPES:
Hourly + Bonus SALARY: $11.00 - $14.00 / hour BENEFITS & PERKS:
LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical,
Dental, Vision, Life Insurance, Retirement, Advancement
Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual
Dress Code, Regular Raises APPLICATION DETAILS: No Resume Required,
Entry-Level POSITION OVERVIEW:CALL CENTER REPRESENTATIVE
(FULL-TIME)We are looking for full-time call center representatives
to support inbound and outbound customer service and sales projects
for a wide variety of clients. In this role, you will identify
customers' needs, research every issue, provide solutions, and
upsell customers on new products and services. There are a wide
variety of project openings on government programs as well as some
of the most recognizable brands in the world. Candidates should be
highly reliable, have excellent communication skills, and be
willing to learn on the job.Schedules vary by site and project;
however, we can usually find something that works for everyone.
This is an on-site, entry-level position. 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.-:...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 DutiesHandle
inbound and outbound contacts in a courteous, timely, and
professional mannerListen to customers, understand their needs, and
resolve customer issuesResearch systems to find missing information
as applicable; coordinate with other departments to resolve issues
as applicableFollow the processes of the Client program and perform
all tasks in a courteous and professional mannerUtilize systems and
technology to complete account management tasksAccurately document
and process customer claims in appropriate systemsFollow all
required scripts, policies, and proceduresUtilize knowledge base
and training to accurately answer customer questionsComply with
requirements surrounding confidential information and personal
informationAppropriately escalate customer issues with the
managerial teamEscalate customer issues to the appropriate staff
and managerial for resolution as needed.Ensure first call
resolution through problems solving and effective call
handlingAttend meetings and training and review all new training
material to stay up-to-date on changes to program knowledge,
systems, and processesAdhere to all attendance and work schedule
requirementsCANDIDATE 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.RequiredMust be 18 years of age or olderHigh school
diploma or equivalentExperience with data-entry utilizing a
computerThe ability to read and speak English fluentlyHave a wired,
high-speed internet connection (Download speed of 20Mbps+)Excellent
organizational, written, and oral communication skillsThe 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 applicationsHighly reliable with the ability to
maintain regular attendance and punctualityThe ability to evaluate,
troubleshoot, and follow-up on customer issuesAn aptitude for
conflict resolution, problem solving and negotiationMust be
customer service oriented (empathetic, responsive, patient, and
conscientious)Ability to multi-task, stay focused, and
self-manageStrong team orientation and customer focusThe ability to
thrive in a fast-paced environment where change and ambiguity are
prevalentExcellent interpersonal skills and the ability to build
relationships with your team and customersPreferred (Not
Required)One (1) year of experience in customer service, technical
support, inside sales, back-office, chat, or administrative support
in a contact center environmentState or Federal work
experienceCONDITIONS 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 resultsMust 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,
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.JUST A FEW OF THE BENEFITSMedical,
Dental, and Vision Coverage OptionsPaid Time-OffRegular
RaisesAdvancement OpportunityFun, Engaging Work EnvironmentCasual
Dress CodeCash and Prize ContestsPHYSICAL 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 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. 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 MCIs response to COVID-19 please visit www.mci.world/covid-19.by
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Keywords: Mci Careers, Hutchinson , Call Center Representative (Full-Time), Other , Wichita, Kansas
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