BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (Full-Time & Part-Time)
Company: MCI - USA Nationwide Management
Location: Las Cruces
Posted on: August 5, 2022
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Job Description:
BILINGUAL SPANISH SPEAKING SERVICE REPRESENTATIVE SUPPORTING
COMMERCIAL AND PUBLIC SECTOR CLIENTSWe are looking for Customer
Service Representative to support inbound customer service, help
desk, technical support, and back-office processing representatives
for commercial and public sector support positions. In this roles,
you will handle inbound inquiries, troubleshoot basic technical
issues, and assist callers with product and process related
inquiries and professionally represent some of the most
recognizable brands in the world. Candidates should have excellent
communication skills, willing to learn on the job, and be highly
reliable.There are a wide variety of project openings available
representing some of the most recognizable brands in the world.
Schedules vary by site and program however we can usually find
something that works for everyone.This is an entry-level position
that offers on the job paid training. Compensation is commensurate
with experience and while prior contact center experience isn't
required, experience in customer service, tech support, inside
sales or back-office support is a plus. Candidates should be highly
reliable, have great communication skills and be willing to
constantly learn on the job.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 requirementsWONDER 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
relationshipswith your team and customersPreferred (Not
Required)One (1) year of experience incustomer service, technical
support, inside sales, back-office, chat, or administrative support
in a contact center environmentState or Federal work experienceMust
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.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 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. 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.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, at-home option for eligible
positions and programs, 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. Some programs
that are on-site only due to security requirements. 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.
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 whle
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
mayoccasionally 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.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 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.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._
Keywords: MCI - USA Nationwide Management, Las Cruces , BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (Full-Time & Part-Time), Hospitality & Tourism , Las Cruces, New Mexico
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