Entry-Level Customer Service Agent (Full-Time)

OneMCI•Dallas, TX

About The Position

We are looking for Customer Service Agents to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world. There are a wide variety of project openings available. Schedules vary by site and program however we can usually find something that works for everyone. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.

Requirements

Must be 18 years of age or older
High school diploma or equivalent
Experience with data-entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high-speed internet connection (Download speed of 20Mbps+)
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly 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
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

Nice To Haves

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

Responsibilities

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; coordinate with other departments to resolve issues as applicable
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 escalate customer issues with the managerial team
Escalate customer issues to the appropriate staff and managerial for resolution as needed.
Ensure first call resolution through problems solving and effective call handling
Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
Adhere to all attendance and work schedule requirements

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.