Call Center Representative (FULL-TIME)
Mass Markets, Savannah, GA, United States
Position Overview
Customer Service Representative Supporting Commercial and Public Sector Clients.
We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products and process‑related inquiries, and professionally represent some of the world’s most recognizable brands.
There are a wide variety of project openings available. Schedules vary by site and program, but we can usually find something that works for everyone. This is a wonderful opportunity to start your career here. With industry‑leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.
Essential Duties
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information as applicable and coordinate with other departments to resolve issues.
Follow the processes of the client program and perform all tasks in a courteous and professional manner.
Utilize systems and technology to complete account‑management tasks.
Accurately document and process customer claims in appropriate systems.
Follow all required scripts, policies, and procedures.
Utilize knowledge base and training to accurately answer customer questions.
Comply with requirements surrounding confidential information and personal information.
Appropriately and promptly elevate customer issues to the managerial team.
Ensure first‑call resolution through problem solving and effective call handling.
Attend meetings, training sessions, and review all new training material to stay up‑to‑date on program knowledge, systems, and processes.
Adhere to all attendance and work‑schedule requirements.
Candidate Qualifications
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.
Have a wired, high‑speed internet connection (download speed of 20 Mbps+).
Excellent organizational, written, and oral communication skills.
Ability to type swiftly and accurately (20+ words a minute).
Ability to work regular scheduled shifts within our hours of operation, including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer‑system applications.
Highly reliable with the ability to maintain regular attendance and punctuality.
Ability to evaluate, troubleshoot, and follow up on customer issues.
An 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.
The 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.
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.
Compensation & Benefits
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; all employees have access to MEC medical plans after 30 days. Benefit options vary by location.
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 to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
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.
Conditions of Employment
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.
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.
Equal Opportunity Employer 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.
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's subsidiaries had previously made Inc. Magazine's 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.
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. MCI organically grows, acquires, and operates companies that have synergistic product and service 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.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's 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.
The 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.
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We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products and process‑related inquiries, and professionally represent some of the world’s most recognizable brands.
There are a wide variety of project openings available. Schedules vary by site and program, but we can usually find something that works for everyone. This is a wonderful opportunity to start your career here. With industry‑leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.
Essential Duties
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information as applicable and coordinate with other departments to resolve issues.
Follow the processes of the client program and perform all tasks in a courteous and professional manner.
Utilize systems and technology to complete account‑management tasks.
Accurately document and process customer claims in appropriate systems.
Follow all required scripts, policies, and procedures.
Utilize knowledge base and training to accurately answer customer questions.
Comply with requirements surrounding confidential information and personal information.
Appropriately and promptly elevate customer issues to the managerial team.
Ensure first‑call resolution through problem solving and effective call handling.
Attend meetings, training sessions, and review all new training material to stay up‑to‑date on program knowledge, systems, and processes.
Adhere to all attendance and work‑schedule requirements.
Candidate Qualifications
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.
Have a wired, high‑speed internet connection (download speed of 20 Mbps+).
Excellent organizational, written, and oral communication skills.
Ability to type swiftly and accurately (20+ words a minute).
Ability to work regular scheduled shifts within our hours of operation, including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer‑system applications.
Highly reliable with the ability to maintain regular attendance and punctuality.
Ability to evaluate, troubleshoot, and follow up on customer issues.
An 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.
The 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.
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.
Compensation & Benefits
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; all employees have access to MEC medical plans after 30 days. Benefit options vary by location.
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 to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
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.
Conditions of Employment
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.
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.
Equal Opportunity Employer 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.
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's subsidiaries had previously made Inc. Magazine's 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.
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. MCI organically grows, acquires, and operates companies that have synergistic product and service 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.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's 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.
The 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.
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