Customer Service Representative for Inbound Calls

**Overview**

MCI is a leading Business Process Outsourcing (BPO) company that specializes in providing customized solutions to meet the diverse needs of our clients. With a commitment to excellence and an emphasis on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking customer service representatives for our inbound call center who will join our team and support the incoming customer service, help desk, and administrative processing functions. In this role, you will handle incoming calls, resolve technical issues, and assist callers with their inquiries.

To be considered for this position, please complete a full application on our company career page, which includes selection questions and a brief pre-employment test.

**Key Responsibilities**

Main Responsibilities:

• Handle incoming and outgoing contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve their issues.
• Use systems and technology to complete account management tasks.
• Document and process customer complaints accurately in corresponding systems.
• Follow all required guidelines, policies, and procedures.
• Utilize knowledge base and training to respond accurately to customer inquiries.
• Meet requirements related to confidential and personal information.
• Escalate customer problems to the management team appropriately.
• Achieve first-call resolution by resolving problems and managing calls effectively.
• Attend meetings and training sessions and review all new training materials to stay up-to-date with program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

**Ideal Candidate Qualifications**

We encourage all positive and motivated applicants to apply. The ideal candidates for this position are highly motivated and dedicated individuals who possess the following qualities:

• Must be 18 years or older.
• High school diploma or equivalent.
• Excellent organizational, written, and communication skills.
• Ability to write quickly and accurately (over 20 words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with the Windows operating system.
• Highly reliable, with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer problems.
• Conflict resolution, problem-solving, and negotiation aptitude.
• Customer-focused (empathetic, receptive, patient, and detail-oriented).
• Ability to perform multiple tasks, remain focused, and self-manage.
• Strong teamwork orientation and client-centric approach.
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with colleagues and customers.
• Fluent reading and speaking English.

**Compensation Details**

MCI recognizes your hard work and contribution and offers competitive compensation and benefits packages designed to grow with you over time. Starting compensation is based on experience, and we offer various benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

• 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.

**Physical Requirements**

This job takes place in a professional office environment. While performing the duties of this job, the employee will be mostly sedentary and required to sit/stand for long periods while using a computer and a telephone headset. The employee will need to 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 lower objects, move objects from one place to another, grasp objects, and move or exert force of up to 40 pounds.

**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.

**Diversity and Equality**

MCI and its subsidiaries 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 based on 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.

**About MCI (Parent Company)**

MCI helps customers tackle 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 Held 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.