Job Description

POSITION OVERVIEW: CALL CENTER AGENT SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for agents to support inbound customer service representatives for commercial and public sector support positions. In these roles you will handle inbound inquiries assist callers with product process related inquiries and professionally represent our clients. Candidates should have excellent communication skills willing to learn on the job and be highly reliable. This is a permanent full-time on-site role working on behalf of one of the most recognized brands in the world. The base pay range for this position is $10.61 - $15.96/hr. ($16.96/hr. Bilingual) commensurate with experience. We are also currently offering an additional "On-Site" pay differential with a guaranteed $0.50/hr. raise after 30-days and $500 sign-on bonus. All full-time employees are also eligible for full benefits after 90-days. 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. -: 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 Duties Handle inbound and outbound contacts in a courteous timely and professional manner Listen to customers understand their needs and resolve customer issues Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable Follow the processes of the Client program and perform all tasks in a courteous and professional manner 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 Escalate customer issues to the appropriate staff and managerial for resolution as needed 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 CANDIDATE QUALIFICATIONS: WONDER IF YOU ARE A GOOD FIT? Its 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. Required Must be 18 years of age or older High school diploma or equivalent 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 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 environment State or Federal work experience 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 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 BENEFITS Medical Dental and Vision Coverage Options Paid Time-Off Regular Raises Advancement Opportunity Fun Engaging Work Environment Casual Dress Code Cash and Prize Contests PHYSICAL 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. CONDITIONS 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 results Must be willing to submit to drug screening. Job offers are contingent on drug screening results. 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 MCI’s response to COVID-19 please visit www.mci.world/covid-19. 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. EQUAL OPPORTUNITY EMPLOYER: 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 persons 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 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 ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner