Contact Center Representative I (Entry-Level)

MassMarkets • Las Cruces, NM

103d

About The Position

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We're hiring entry-level Call Center Representatives to support a variety of inbound and outbound customer service and sales campaigns for a diverse range of clients. In this role, you'll engage with customers over the phone answering questions, resolving concerns, and identifying opportunities to introduce new products and services. This is a great opportunity for individuals with a positive attitude and strong people skills. If you've worked in customer-facing roles such as retail, hospitality, or food service, we encourage you to apply!

Requirements

• Must be 18 years or older
• High school diploma or equivalent
• Strong communication and organizational skills
• Typing speed of at least 20 words per minute
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with strong time management
• Ability to troubleshoot and follow up on customer issues
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy, patience, and professionalism
• Able to multitask, stay focused, and work independently
• Team-oriented with a collaborative mindset
• Comfortable in a fast-paced, dynamic environment
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues

Responsibilities

• Handle inbound and outbound calls in a friendly, timely, and professional manner
• Resolve customer issues effectively, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document customer interactions and process claims
• Engage in solution-focused conversations to identify the best options for customers
• Follow scripts, policies, and procedures while using training resources to provide accurate information
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or specialized teams when necessary
• Attend training sessions and team meetings to stay up to date on systems and procedures
• Adhere to assigned schedules and attendance expectations

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 60 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-term disability coverage is available to help protect you during unexpected challenges.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees