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About the Role

We are seeking call centre agents to support inbound and outbound customer service and sales projects for a wide variety of clients. This role involves handling inbound inquiries and making outbound calls to assist customers and up-sell new products and services. Candidates should be natural problem solvers dedicated to providing excellent customer service and satisfaction. This is an excellent opportunity to start your career with a growing team, offering industry-leading training and advancement opportunities.

Responsibilities

Handle inbound and outbound calls supporting customer service, technical support, and customer sales interactions.
Interact with hundreds of customers weekly to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Ensure first call resolution through problem-solving and effective call handling.
Research systems to find missing information and coordinate with other departments to resolve issues.
Accurately document and process customer claims in appropriate systems.
Lead fact-finding discussions to determine the best options for the customer.
Utilize knowledge base and training to accurately answer customer questions while following scripts, policies, and procedures.
Comply with requirements surrounding confidential and personal information.
Escalate customer issues to appropriate staff and management for resolution.
Attend meetings and training, and review new material to stay up-to-date on program knowledge, systems, and processes.
Adhere to all attendance and work schedule requirements.

Requirements

Must be 18 years of age or older.
High school diploma or equivalent.
Excellent organizational, written, and oral communication skills.
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.
Ability to evaluate, troubleshoot, and follow up on customer issues.
Aptitude for conflict resolution, problem-solving, and negotiation.
Customer service oriented (empathetic, responsive, patient, and conscientious).
Ability to multi-task, stay focused, and self-manage.
Strong team orientation and customer focus.
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.
One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment (Preferred).
State or Federal work experience (Preferred).
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
Sales
Problem Solving
Communication Skills
Typing
Microsoft Office Suite
Windows Operating System
Conflict Resolution
Negotiation
Multi-tasking
Teamwork
Interpersonal Skills

Location

Remote
Hybrid
Onsite

Work Type

Full-time

Experience Level

Entry-level
1 year of experience (Preferred)

Education Level

High school diploma or equivalent

Benefits

Paid Time Off
Paid Holidays
Supplemental Health Coverage
Life Insurance
Supplemental Insurance (Accident and Critical Illness)
Career Growth Opportunities
Paid Training
Casual Dress Code

About the 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 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 various MCI brands.

Equal Opportunity

MCI and its subsidiaries embrace differences and believe diversity benefits employees, the company, customers, and the community.
All aspects of employment at MCI are based solely on merit and qualifications.
MCI maintains a work environment free from discrimination 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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any protected characteristics.
Adherence to principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
Policy to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.