Customer Service Representative
hace 1 día
About Us
Mci is a leading provider of business process outsourcing solutions, dedicated to delivering exceptional customer experiences and driving optimal performance. With a focus on innovation and excellence, we have established ourselves as a trusted partner in the industry.
Job Description
We are seeking highly motivated and dedicated individuals to join our team as Customer Service Representatives. In this role, you will be responsible for managing inbound and outbound customer interactions, providing timely and effective resolutions to customer inquiries, and promoting our products and services.
Responsibilities
- Manage incoming and outgoing customer contacts in a professional, courteous, and timely manner.
- Ensure first-call resolution through problem-solving and effective call handling.
- Investigate systems to gather missing information as needed, coordinate with other departments to resolve issues, and document customer complaints accurately in the appropriate systems.
- Leverage research discussions to determine the best options for customers, utilize knowledge bases and training to respond accurately to customer questions in accordance with all guidelines, policies, and procedures.
- Meet requirements related to confidential and personal information, escalate customer issues to the proper personnel for resolution when necessary.
- Participate in meetings, training sessions, and review new training materials to stay updated on program knowledge, systems, and processes.
- Meet all attendance and work schedule requirements.
Qualifications
- Must be at least 18 years old.
- High school diploma or equivalent required.
- Excellent organizational, written, and verbal communication skills.
- Ability to write quickly and accurately (over 20 words per minute).
- Familiarity with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) is essential.
- Basic understanding of the Windows operating system.
- Highly reliable with regular attendance and punctuality.
- Able to evaluate, solve problems, and follow up on customer issues.
- Aptitude for conflict resolution, problem-solving, and negotiation.
- Oriented towards customer service (empathetic, receptive, patient, and thorough).
- Ability to multitask, stay focused, and self-manage.
- Strong teamwork orientation and customer-focused approach.
- Able to thrive in a fast-paced environment with frequent change and ambiguity.
- Excellent interpersonal skills to build relationships with colleagues and customers.
- Proficient in reading and speaking English fluently.
Compensation Details
At Mci, we recognize the value of your hard work and contributions. Our compensation and benefits packages are designed to be competitive and rewarding. Starting compensation is based on experience, and we offer various benefits and incentives to support and recognize our team members.
Benefits
- Paid Time Off: Earn PTO and paid holidays to take the time you need.
- 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 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
- Retirement Savings: Secure your future with retirement savings programs, where available.
- Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
- Life Insurance: Access life insurance options to safeguard your loved ones.
- 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.
Estimated Salary Range
$45,000 - $60,000 per year, depending on experience.
Physical Requirements
This role is performed in a professional office environment. While performing the duties of this job, the employee will be mostly sedentary and required to sit/stand for extended periods while using a computer and headset. The employee must operate a computer and other office equipment regularly, including a phone, copier, and printer. Occasionally, the employee may need to move around the office to complete tasks; reach in any direction; lift or carry objects, move objects from one place to another, grasp objects, and apply force of up to 40 pounds.
Equal Opportunity Employer
Mci and its affiliates are committed to creating an inclusive and diverse workplace. We welcome applicants from all backgrounds and are an equal opportunity employer.
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