Remote Customer Service Representative

Responsibilities

• Listen to customers, understand their needs, and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade services.
• Explain and position the products and processes with customers.
• Appropriately escalate customer dissatisfaction with the managerial team.
• Ensure first call resolution through problem-solving and effective call handling.

Requirements

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a 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.
• The 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.
• Must be authorized to work in the country where the job is based (subject to program and location).
• Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint (Job offers are contingent on results).
• Must be willing to submit to drug screening (Job offers are contingent on results).

Preferred Qualifications (Nice to Have)

• All positive, and driven applicants are encouraged to apply.

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 just 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.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Significant advancement opportunities with a focus on internal promotions.
• Paid Training.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code.

About the Company

• MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of its clients.
• 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.
• 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.
• MCI employs 10,000+ talented individuals with 150+ diverse North American client partners across various MCI brands.

Category

Customer Service