Entry-Level Telecom Customer Care Agent (Part-Time)
Company: MCI
Location: Las Cruces
Posted on: May 12, 2022
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Job Description:
POSITION OVERVIEW *ENTRY-LEVEL TELCOM CUSTOMER CARE AGENT
(PART-TIME)*Here at MCI, we keep things light. We believe our
customer service representatives are at their best when they're
happy. This is an on-site call center position and a chance to work
indoors in a fun and energetic environment. Our training will make
you an expert in Fortune 500 products and state of the art
communications technology. Following a fun, best in class training,
you will help customers by troubleshooting any overlooked options
and offering them new products and services. With MCI, you'll earn
commission on top of your hourly wage and through daily contests.
This is a rare opportunity to share in the vision and success of a
growing company. A job that will keep you engaged, smiling and
earning more money every year. 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 *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? *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. *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 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. 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 SCHEDULE
REQUIREMENTS *NEED 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. 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.
*REGARDING MASKS**To 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 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.
REASONABLE ACOMODATION 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. DIVERSITY AND EQUALITY 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, 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. DISCLAIMER
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. ------- _Education
Requirements: Associated topics: answer, call center, client
service, customer care, customer order, customer service
representative, guest, help desk, service call, support
specialist
Keywords: MCI, Las Cruces , Entry-Level Telecom Customer Care Agent (Part-Time), Sales , Las Cruces, New Mexico
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