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About the Role

As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate. This is an entry-level position that offers on-the-job paid training.

Responsibilities

Supports customer service, technical support, and customer sales interactions.
Interacts 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.
Handles inbound and outbound contacts in a courteous, timely, and professional manner.
Ensures first call resolution through problem-solving and effective call handling.
Researches systems to find missing information as applicable and coordinates with other departments to resolve issues when needed.
Accurately documents and processes customer claims in appropriate systems.
Utilizes knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
Complies with requirements surrounding confidential information and personal information.
Escalates customer issues to the appropriate staff and managerial for resolution as needed.
Attends meetings and training and reviews all new training material to stay up-to-date on changes to program knowledge, systems, and processes.
Adheres 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.
Willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Willing to submit to drug screening.

Skills

Customer service
Technical support
Inside sales
Back-office support
Communication skills
Problem-solving
Conflict resolution
Negotiation
Multi-tasking
Self-management
Team orientation
Customer focus
Interpersonal skills

Location

Various sites

Work Type

Full-time
On-site

Experience Level

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

Education Level

High school diploma or equivalent

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 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.
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 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 who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.