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About the Role

This entry-level position involves handling blended inbound phone interactions with residential and business customers, troubleshooting account issues, providing general customer service, and up-selling products and services. The role offers on-the-job paid training and opportunities to work with recognizable brands.

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.
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 management for resolution.
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.
Willingness to submit to a LEVEL II background and/or security investigation with a fingerprint.
Willingness 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

Onsite

Work Type

Full-time
Entry-level

Experience Level

Entry-level
One (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 through Blue Cross (for full-time employees)
Life insurance options
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.
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 employs 10,000+ talented individuals with 150+ diverse North American client partners across various MCI brands.

Equal Opportunity

MCI and its subsidiaries embrace diversity and believe it 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 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.
MCI adheres 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 to the extent required by applicable laws, regulations, and ordinances.