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About the Role

MCI is seeking enthusiastic individuals passionate about delivering exceptional customer service and thriving in a team-oriented environment to join as a Call Center Representative. This role is crucial for delivering Customer Experience (CX) and Business Process Outsourcing (BPO) solutions across various industries.

Responsibilities

• Answer inbound calls and respond to customer inquiries.
• Provide accurate information regarding products and services.
• Resolve customer complaints with professionalism and empathy.
• Document all customer interactions in the CRM system.
• Follow communication scripts and standard operating procedures.
• Meet or exceed performance metrics including call quality and handle time.
• Collaborate with team members and supervisors to improve service delivery.

Requirements

• Must be 18 years or older.
• High school diploma or GED required.
• Fluent in English and Spanish (spoken and written).
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively.
• Basic computer literacy and typing skills.
• Must be authorized to work in the country where the job is based.
• Subject to program and location requirements.
• Willing to submit to a LEVEL II background and/or security investigation with fingerprint.
• Willing to submit to drug screening.

Skills

• Customer service
• Call center experience
• Communication skills
• Multitasking
• Time management
• Computer literacy
• Typing skills

Location

• All MCI Locations

Work Type

• Onsite
• Remote

Experience Level

• Previous customer service or call center experience is a plus.

Education Level

• High school diploma or GED required.

Salary/Compensations

• Starting compensation is based on experience.

Benefits

• Paid Time Off
• Paid holidays
• Supplemental health coverage through Blue Cross (for full-time employees)
• Life insurance options
• Accident and critical illness insurance
• Career growth opportunities
• Paid training
• Fun, engaging work environment
• Casual dress code

About the Company

• MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries.
• We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries.
• Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies.
• MCI is committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
• 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 companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs.
• 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.
• MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
• MCI employs 10,000+ talented individuals with 150+ diverse North American client partners across multiple MCI brands.

Equal Opportunity

• MCI and its subsidiaries 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.
• 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.
• MCI provides reasonable accommodation to qualified employees with protected disabilities.