Customer Support Specialist

CUSTOMER SUPPORT SPECIALISTWe are looking for experienced customer support specialists to support an inbound customer service program for a luxury retailer.

In this role, you will handle inbound inquiries assisting with questions, fact-find to determine appropriate solutions, and up-sell customers on new products.

The right candidate for this role has excellent communication skills and can calmly handle difficult situations.This is a full-time position that offers on-the-job paid training.

Compensation is commensurate with experience and now includes a $0.50/hr raise and a $500 bonus after working on-site for 30 days, as well as other bonuses, incentives, and benefits.This is a wonderful opportunity for you to start your career here.

With our industry-leading training, you are sure to grow.

We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.-WHAT DOES A CUSTOMER SUPPORT SPECIALIST DO EVERY DAY?In this role, you will be responsible for taking incoming calls from our customers and providing world-class customer service.

As a highly trained expert on each program and business process, you will work on behalf of some well-known brands across the country.

This role requires you to interact with hundreds of customers each week, resolve support issues and ensure best in class customer experience.

In addition to being an all-around great asset to the team, our enty level customer support specialists are responsible for the following tasks.KEY RESPONSIBILITIESProvide support to customers, handle inquiries, provide resolutionsMaintain existing client relationships by providing exemplary customer service, program knowledge, empathy, and professionalismAppropriately escalate customer dissatisfactionEnsure first call resolution through problem-solving and effective call handlingWONDER 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.QualificationsMust be 18 years of age or olderHigh school diploma or equivalentExcellent organizational, written, and oral communication skillsThe 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 systemHighly 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 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 experienceWANT 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 BENEFITSMedical, Dental, and Vision Coverage OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun, Engaging Work EnvironmentCasual Dress CodeCash and Prize ContestsNEED A SCHEDULE THAT WORKS WITH YOUR LIFE?We can offer a wide range of scheduling options for qualified candidates.

Operation hours are 9 am
– 9 pm, seven (7) days a week; one weekend shift is required in this role.

Ask a Talent Acquisition Specialist about the different types of creative scheduling options available at your location.

Whether you are a busy parent, student, or want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.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.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.var cpo = (); cpo(‘_object’) =’cp_widget_d7da22c3-bd2b-4c8e-afc4-340c6222285b’; cpo(‘_fid’) = ‘AoBA5xepEo3F’;var _cpmp = _cpmp || (); _cpmp.push(cpo);(function() { var cp = document.createElement(‘script’); cp.type = ‘text/javascript’;cp.async = true; cp.src = ‘//www.cincopa.com/media-platform/runtime/libasync.js’;var c = document.getElementsByTagName(‘script’)(0);c.parentNode.insertBefore(cp, c); })(); 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.

REGARDING MASKSTo help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training.

In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.

For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19.

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.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, anddiscipline.

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.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 is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and Sou