Full-Time Customer Service Representative

MassMarkets-posted 3 months ago
Full-time • Entry Level
Savannah, GA
501-1,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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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 are looking for customer service representatives to support inbound customer service, help desk, technical support, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries and professionally represent some of the most recognizable brands in the world. Candidates should have excellent communication skills, willing to learn on the job, and be highly reliable. This is an entry-level position that offers on the job paid training. Compensation is commensurate with experience and while prior contact center experience isn't required, experience in customer service, tech support, inside sales or back-office support is a plus. Candidates should be highly reliable, have great communication skills and be willing to constantly learn on the job.

  • 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
  • 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
  • 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
  • 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
  • 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
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