Job Description

POSITION OVERVIEW: CUSTOMER ACCOUNT REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS The customer account representative position is a full-time inside sales position for experienced sales representatives. In this role you will work on behalf of some of the largest retail telecommunications and software brands to provide business and residential customers phone support work to retain unhappy customers and upsell new products and services. Schedules vary by site and program; however we can usually find something that works for everyone. Candidates should be highly reliable have excellent communication skills and be willing to constantly learn on the job. 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: In this role you will be responsible making outbound sales calls to existing customers to offer new products and promotions. You will use state of the art contact center technology sales skills and customer service skills in order to generate interest in new services and capture additional “share of wallet†from the existing customer base. As a highly-trained expert on products technology and business process you will work on behalf of some of the most recognized brands in the world. 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 best in class customer experience. You will be one of the best in the business when it comes to inside sales customer interactions. and will need to will need to be a confident fully engaged team player and dedicated to bringing a positive & enthusiastic outlook to work each day. WHAT IS A CUSTOMER ACCOUNT REP II AND WHAT DO THEY DO EACH DAY? In addition to being an all-around asset to the team our Customer Account Representatives are responsible for the following tasks Utilizing technology & systems making outbound sales calls to consumers answering inbound calls from interested prospects following-up with interested customers listening to customer needs & assisting customers with their questions as well as helping resolve any service related concerns they may have. The fun part Sales. You’ll learn to recognize opportunities to upgrade customers by offering new products and services that will increase the level of satisfaction customers have in the company and service offerings. Success in this job is easy; provide an excellent customer experience and make sales show up every day prepared to do your absolute best and help promote our brand CANDIDATE QUALIFICATIONS: WONDER 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. Qualifications Must be 18 years of age or older High school diploma or equivalent Excellent organizational written and oral communication skills The 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 system 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 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. ABOUT THE APPLICATION PROCESS: 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 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 helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists co