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About the Role

This on-site call center position offers a chance to work indoors in a fun and energetic environment. Following comprehensive training, you will assist customers by troubleshooting issues and offering new products and services. Earn commission on top of your hourly wage and through daily contests in a role that offers engagement, growth, and increased earnings annually.

Responsibilities

Supports customer service, technical support, and customer sales interactions.
Interacts with hundreds of customers weekly to resolve support issues, sell products/services, and ensure a best-in-class customer experience.
Handles inbound and outbound contacts courteously, timely, and professionally.
Listens to customers, understands their needs, and resolves issues.
Researches systems for missing information and coordinates with other departments.
Follows Client program processes and performs all tasks courteously and professionally.
Utilizes systems and technology for account management tasks.
Accurately documents and processes customer claims.
Follows all required scripts, policies, and procedures.
Utilizes knowledge base and training to answer customer questions.
Complies with requirements for confidential and personal information.
Appropriately escalates customer issues to the managerial team.
Ensures first call resolution through problem-solving and effective call handling.
Attends meetings and training to stay updated on 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.
Experience with data-entry utilizing a computer.
Ability to read and speak English fluently.
Wired, high-speed internet connection (Download speed of 20Mbps+).
Excellent organizational, written, and oral communication skills.
Ability to type swiftly and accurately (20+ words a minute).
Ability to work regularly scheduled shifts within hours of operation, including training.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with computer and Windows PC applications and ability to learn new systems.
Highly reliable with 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 with change and ambiguity.
Excellent interpersonal skills and ability to build relationships.
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.
Must be willing to submit to a LEVEL II background and/or security investigation with fingerprint.
Must be willing to submit to drug screening.

Skills

Customer Service
Technical Support
Sales
Data Entry
Computer Proficiency
Microsoft Office Suite
Conflict Resolution
Problem Solving
Negotiation
Multi-tasking
Self-Management
Teamwork
Interpersonal Skills
Communication Skills

Location

On-site

Work Type

Full-time

Experience Level

1 year preferred

Education Level

High school diploma or equivalent

Benefits

Paid Time Off
Paid Holidays
Supplemental Health Coverage
Life Insurance Options
Accident Insurance
Critical Illness Insurance
Career Growth Opportunities
Paid Training

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 embraces differences and believes diversity is a benefit to 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 protected characteristics.
Adherence to 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 as required by applicable laws, regulations, and ordinances.