Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Handle inbound and outbound customer service and sales projects for a wide variety of clients. Assist customers with service questions, up-sell new products and services, and resolve issues. This role offers career growth opportunities, including advancement to Supervisor, Trainer, and Operations Management.

Responsibilities

• 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 all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• 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.

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.
• 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.
• 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.
• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

Skills

• Customer Service
• Sales
• Problem Solving
• Communication Skills
• Organizational Skills
• Microsoft Office Suite
• Windows Operating System
• Conflict Resolution
• Negotiation
• Multi-tasking
• Teamwork
• Interpersonal Skills

Location

• All MCI Locations

Work Type

• Onsite
• Remote

Experience Level

• Entry Level

Education Level

• High School Diploma or Equivalent

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 to enhance customer journeys, drive scalability and reduce costs.
• At MCI, we are 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.
• 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 embraces differences and believes diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect.
• All employees are responsible 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 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 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's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.