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About the Role

We are seeking call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers, and up-sell customers on new products and services. This is a great opportunity to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

Responsibilities

Handle inbound and outbound calls, supporting customer service, technical support, and customer sales interactions.
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.
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 information 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.
The 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.
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.
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
Typing
Microsoft Office Suite
Windows Operating System
Reliability
Troubleshooting
Conflict Resolution
Negotiation
Multi-tasking
Self-management
Teamwork
Interpersonal Skills

Location

Remote
Onsite

Work Type

Full-time
Part-time

Experience Level

Entry Level
1 year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment (Preferred)

Education Level

High school diploma or equivalent

Benefits

Paid Time Off
Paid holidays
Supplemental health coverage
Life Insurance
Accident insurance
Critical illness insurance
Career Growth opportunities
Paid Training
Fun, Engaging Work Environment
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 by providing general and specialized hosting, software, staff, and services.
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.
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 synergistic products and services portfolios.
MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Equal Opportunity

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.