CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS
We are looking for a Customer Service Representative to support inbound customer service, help desk, technical support, and back-office processing 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 while professionally representing some of the most recognizable brands in the world. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable.
ESSENTIAL DUTIES
* 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.
* 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 escalates customer issues with the managerial team.
* Ensure first‑call resolution through problem 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.
CANDIDATE QUALIFICATIONSREQUIRED
* Must be 18 years of age or older.
* High school diploma or equivalent.
* Experience with data‑entry utilizing a computer.
* Ability to read and speak English fluently.
* Have a wired, high‑speed internet connection (download speed of 20 Mbps+).
* Excellent organizational, written, and oral communication skills.
* Ability to type swiftly and accurately (20+ words per 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 ability to learn new and complex computer systems.
* Highly reliable with the ability to maintain regular attendance and punctuality.
* Ability to evaluate, troubleshoot, and follow‑up on customer issues.
* 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.
* 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.
PREFERRED (NOT REQUIRED)
* 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.
CONDITIONS OF EMPLOYMENT
* Must be authorized to work in the country where the job is based.
* Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; offers are contingent on background/security investigation results.
* Must be willing to submit to drug screening; offers are contingent on drug screening results.
COMPENSATION AND BENEFITS
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
BENEFITS
* Health Maintenance Organization (HMO) coverage plus a dependent.
* Dental coverage, with in‑house assistance.
* Free meal during training.
* Career growth and learning opportunities.
* Allowances for rice, clothing, laundry, and meals.
* Performance and loyalty bonuses.
* Frequent workplace disinfection and fogging.
* Opportunities for growth and promotion.
* Employee shuttle services.
* Company retreats and off‑site events.
* Social skill development and networking opportunities.
* In‑office rewards, raffles, recognition gifts, and treats.
DIVERSITY AND EQUALITY
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person‑merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI is committed to a diverse and equal‑opportunity work environment and will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects; and move or exert force up to forty (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.
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