MCI: Entry-Level Contact Center Agent (Full-Time)

POSITION OVERVIEWENTRY-LEVEL CONTACT CENTER AGENT (FULL-TIME)We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients.

In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell 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 natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow.

We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

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 RESPONSIBILITIESWHAT 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 DutiesHandle inbound and outbound contacts in a courteous, timely, and professional mannerEnsure 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 neededAccurately document and process customer claims in appropriate systemsLead fact-finding discussions to determine the best options for the customerUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and proceduresComply with requirements surrounding confidential information and personal informationEscalate customer issues to the appropriate staff and managerial for resolution as neededAttend 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 requirements CANDIDATE QUALIFICATIONSWONDER 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 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 environmentState or Federal work experienceCONDITIONS OF EMPLOYMENTMust 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 DETAILSWANT 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 ContestsSCHEDULE REQUIREMENTSNEED A SCHEDULE THAT WORKS WITH YOUR LIFE?We can offer a wide range of scheduling options for qualified candidates.

There are multiple shifts and weekly work variations available to our team members.

Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location.

Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.ABOUT THE APPLICATION PROCESS REGARDING COVID-19As 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.

PHYSICAL REQUIREMENTSThis 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 ACOMODATIONConsistent 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.DIVERSITY AND EQUALITYAt 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)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 South Dakota.

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 2,500+ 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).

MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.DISCLAIMERThe 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.

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