MCI
divh2LOCATION/h2pDallas, TX/ph2JOB TYPE/h2pFull-Time/ph2POSITION OVERVIEW/h2pstrongemCUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS/em/strong/ppWe are looking for Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions.
In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world. /ppThere are a wide variety of project openings available.
Schedules vary by site and program however we can usually find something that works for everyone. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management./ph2--------------/h2p-/ph2POSITION RESPONSIBILITIES/h2pstrongemWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?/em/strong/ppThis position supports customer service, technical support, and customer sales interactions.
This role requires you to 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.
In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.
/ppstrongEssential Duties/strong/pulliHandle inbound and outbound contacts in a courteous, timely, and professional manner/liliListen to customers, understand their needs, and resolve customer issues/liliResearch systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable/liliFollow the processes of the Client program and perform all tasks in a courteous and professional manner/liliUtilize systems and technology to complete account management tasks/liliAccurately document and process customer claims in appropriate systems/liliFollow all required scripts, policies, and procedures/liliUtilize knowledge base and training to accurately answer customer questions/liliComply with requirements surrounding confidential information and personal information/liliAppropriately escalate customer issues with the managerial team/liliEscalate customer issues to the appropriate staff and managerial for resolution as needed/liliEnsure first call resolution through problems solving and effective call handling /liliAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes/liliAdhere to all attendance and work schedule requirements /li/ulh2CANDIDATE QUALIFICATIONS/h2pstrongemWONDER IF YOU ARE A GOOD FIT? /em/strong/ppIts about building relationships and turning the knowledge you gain in training into customer wins.
Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.
We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. /ppstrongRequired/strong/pulliMust be 18 years of age or older/liliHigh school diploma or equivalent/liliExperience with data-entry utilizing a computer/liliThe ability to read and speak English fluently/liliHave a wired, high-speed internet connection (Download speed of 20Mbps+)/liliExcellent organizational, written, and oral communication skills/liliThe ability to type swiftly and accurately (20+ words a minute)/liliAbility to work regularly scheduled shifts within our hours of operation including the training period.
/liliBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)/liliFamiliarity with computer and Windows PC applications and the ability to learn new and complex computer system applications/liliHighly reliable with the ability to maintain regular attendance and punctuality/liliThe ability to evaluate, troubleshoot, and follow-up on customer issues/liliAn aptitude for conflict resolution, problem solving and negotiation/liliMust be customer service oriented (empathetic, responsive, patient, and conscientious)/liliAbility to multi-task, stay focused, and self-manage/liliStrong team orientation and customer focus/liliThe ability to thrive in a fast-paced environment where change and ambiguity are prevalent/liliExcellent interpersonal skills and the ability to build relationships with your team and customers/li/ulpstrongPreferred (Not Required)/strong/pulliOne (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment/liliState or Federal work experience/li/ulh2CONDITIONS OF EMPLOYMENT/h2pstrongAll MCI Locations/strong/pulliMust be authorized to work in the country where the job is based./li/ulpstrongSubject to the program and location of the position/strong/pulliMust 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./liliMust be willing to submit to drug screening.
Job offers are contingent on drug screening results./li/ulh2COMPENSATION DETAILS/h2pstrongWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?/strong/ppAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members./ppstrongWhat You Can Expect from MCI:/strongWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:/pullistrongPaid Time Off/strong: Earn PTO and paid holidays to take the time you need./lilistrongIncentives
Rewards/strong: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!/lilistrongHealth Benefits/strong: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location./lilistrongRetirement Savings/strong: Secure your future with retirement savings programs, where available./lilistrongDisability Insurance/strong: Short- and long-term disability coverage is available to help protect you during unexpected challenges./lilistrongLife Insurance/strong: Access life insurance options to safeguard your loved ones./lilistrongCareer Growth/strong: With a focus on internal promotions, employees enjoy significant advancement opportunities./lilistrongPaid Training/strong: Learn new skills while earning a paycheck./lilistrongFun, Engaging Work Environment/strong: Enjoy a team-oriented culture that fosters collaboration and engagement./lilistrongCasual Dress Code/strong: Be comfortable while you work./li/ulpstrongCompensation
Benefits that Fit Your Life/strongMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued./ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/ph2PHYSICAL REQUIREMENTS/h2pThis 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./ph2REASONABLE ACCOMMODATION/h2pConsistent 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./ph2DIVERSITY AND EQUALITY/h2pemAt 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 persons 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 MCIs commitment to a diverse and equal-opportunity work environment./em/ppemMCI 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./em/ppemMCI 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, MCIs 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./em/ph2ABOUT MCI (PARENT COMPANY)/h2pemMCI 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./ememIn 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas 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. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. /ememDriving 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, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal
enterprise partners. 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./em/ph2DISCLAIMER/h2pThe purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.
You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description./ppThe employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason./p/div
In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world. /ppThere are a wide variety of project openings available.
Schedules vary by site and program however we can usually find something that works for everyone. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management./ph2--------------/h2p-/ph2POSITION RESPONSIBILITIES/h2pstrongemWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?/em/strong/ppThis position supports customer service, technical support, and customer sales interactions.
This role requires you to 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.
In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.
/ppstrongEssential Duties/strong/pulliHandle inbound and outbound contacts in a courteous, timely, and professional manner/liliListen to customers, understand their needs, and resolve customer issues/liliResearch systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable/liliFollow the processes of the Client program and perform all tasks in a courteous and professional manner/liliUtilize systems and technology to complete account management tasks/liliAccurately document and process customer claims in appropriate systems/liliFollow all required scripts, policies, and procedures/liliUtilize knowledge base and training to accurately answer customer questions/liliComply with requirements surrounding confidential information and personal information/liliAppropriately escalate customer issues with the managerial team/liliEscalate customer issues to the appropriate staff and managerial for resolution as needed/liliEnsure first call resolution through problems solving and effective call handling /liliAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes/liliAdhere to all attendance and work schedule requirements /li/ulh2CANDIDATE QUALIFICATIONS/h2pstrongemWONDER IF YOU ARE A GOOD FIT? /em/strong/ppIts about building relationships and turning the knowledge you gain in training into customer wins.
Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.
We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. /ppstrongRequired/strong/pulliMust be 18 years of age or older/liliHigh school diploma or equivalent/liliExperience with data-entry utilizing a computer/liliThe ability to read and speak English fluently/liliHave a wired, high-speed internet connection (Download speed of 20Mbps+)/liliExcellent organizational, written, and oral communication skills/liliThe ability to type swiftly and accurately (20+ words a minute)/liliAbility to work regularly scheduled shifts within our hours of operation including the training period.
/liliBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)/liliFamiliarity with computer and Windows PC applications and the ability to learn new and complex computer system applications/liliHighly reliable with the ability to maintain regular attendance and punctuality/liliThe ability to evaluate, troubleshoot, and follow-up on customer issues/liliAn aptitude for conflict resolution, problem solving and negotiation/liliMust be customer service oriented (empathetic, responsive, patient, and conscientious)/liliAbility to multi-task, stay focused, and self-manage/liliStrong team orientation and customer focus/liliThe ability to thrive in a fast-paced environment where change and ambiguity are prevalent/liliExcellent interpersonal skills and the ability to build relationships with your team and customers/li/ulpstrongPreferred (Not Required)/strong/pulliOne (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment/liliState or Federal work experience/li/ulh2CONDITIONS OF EMPLOYMENT/h2pstrongAll MCI Locations/strong/pulliMust be authorized to work in the country where the job is based./li/ulpstrongSubject to the program and location of the position/strong/pulliMust 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./liliMust be willing to submit to drug screening.
Job offers are contingent on drug screening results./li/ulh2COMPENSATION DETAILS/h2pstrongWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?/strong/ppAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members./ppstrongWhat You Can Expect from MCI:/strongWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:/pullistrongPaid Time Off/strong: Earn PTO and paid holidays to take the time you need./lilistrongIncentives
Rewards/strong: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!/lilistrongHealth Benefits/strong: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location./lilistrongRetirement Savings/strong: Secure your future with retirement savings programs, where available./lilistrongDisability Insurance/strong: Short- and long-term disability coverage is available to help protect you during unexpected challenges./lilistrongLife Insurance/strong: Access life insurance options to safeguard your loved ones./lilistrongCareer Growth/strong: With a focus on internal promotions, employees enjoy significant advancement opportunities./lilistrongPaid Training/strong: Learn new skills while earning a paycheck./lilistrongFun, Engaging Work Environment/strong: Enjoy a team-oriented culture that fosters collaboration and engagement./lilistrongCasual Dress Code/strong: Be comfortable while you work./li/ulpstrongCompensation
Benefits that Fit Your Life/strongMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued./ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/ph2PHYSICAL REQUIREMENTS/h2pThis 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./ph2REASONABLE ACCOMMODATION/h2pConsistent 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./ph2DIVERSITY AND EQUALITY/h2pemAt 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 persons 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 MCIs commitment to a diverse and equal-opportunity work environment./em/ppemMCI 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./em/ppemMCI 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, MCIs 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./em/ph2ABOUT MCI (PARENT COMPANY)/h2pemMCI 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./ememIn 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas 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. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. /ememDriving 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, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal
enterprise partners. 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./em/ph2DISCLAIMER/h2pThe purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.
You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description./ppThe employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason./p/div