MassMarkets
Position Overview
MCI is one of the fastest‑growing tech‑enabled business services companies in the USA with a strong call center footprint and operations in multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud‑technology solutions across diverse industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by 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.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Utilize knowledge base and training to answer customer questions accurately and sell appropriate products and services.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information; coordinate with other departments to resolve issues as applicable.
Utilize systems and technology to complete account‑management tasks.
Accurately document and process customer orders in appropriate systems.
Follow all required scripts, policies, and procedures.
Comply with requirements surrounding confidential information and personal information.
Escalate customer issues to the appropriate staff and managers for resolution as needed.
Attend meetings and training, reviewing all new training material to stay up to date on program knowledge, systems, and process changes.
Adhere to all attendance and work schedule requirements.
Standard Qualifications We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates are highly motivated, energetic, and dedicated.
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 per 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.
Appetite for conflict resolution, problem‑solving, and negotiation.
Customer‑service oriented (empathetic, responsive, patient, conscientious).
Ability to multitask, 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 ability to build relationships with your team and customers.
Preferred (Not Required)
One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
State or Federal work experience.
Conditions
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Physical Requirements This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Compensation, Benefits, Incentives, and Rewards Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
Retirement Savings: Secure your future with retirement savings programs where available.
Disability Insurance: Short‑term disability coverage is available.
Life Insurance: Access life insurance options.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: Significant advancement opportunities with a focus on internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Team‑oriented culture fostering collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe 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. In addition, 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.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
About MCI (parent 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, making the coveted top 500 for the first time. 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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Customer Service
Industries Consumer Services
Louisville, KY $50,268.00-$85,455.00
#J-18808-Ljbffr
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.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Utilize knowledge base and training to answer customer questions accurately and sell appropriate products and services.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information; coordinate with other departments to resolve issues as applicable.
Utilize systems and technology to complete account‑management tasks.
Accurately document and process customer orders in appropriate systems.
Follow all required scripts, policies, and procedures.
Comply with requirements surrounding confidential information and personal information.
Escalate customer issues to the appropriate staff and managers for resolution as needed.
Attend meetings and training, reviewing all new training material to stay up to date on program knowledge, systems, and process changes.
Adhere to all attendance and work schedule requirements.
Standard Qualifications We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates are highly motivated, energetic, and dedicated.
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 per 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.
Appetite for conflict resolution, problem‑solving, and negotiation.
Customer‑service oriented (empathetic, responsive, patient, conscientious).
Ability to multitask, 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 ability to build relationships with your team and customers.
Preferred (Not Required)
One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
State or Federal work experience.
Conditions
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Physical Requirements This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Compensation, Benefits, Incentives, and Rewards Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
Retirement Savings: Secure your future with retirement savings programs where available.
Disability Insurance: Short‑term disability coverage is available.
Life Insurance: Access life insurance options.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: Significant advancement opportunities with a focus on internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Team‑oriented culture fostering collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe 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. In addition, 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.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
About MCI (parent 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, making the coveted top 500 for the first time. 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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Customer Service
Industries Consumer Services
Louisville, KY $50,268.00-$85,455.00
#J-18808-Ljbffr