We are seeking a highly motivated and experienced Customer Care Representative to join our team. The ideal candidate will have experience in retail sales, inbound sales, and strong retention skills, and will be responsible for promoting products and services to new and existing customers, as well as retaining current customers through excellent customer service.
Key Responsibilities
* Interact with customers via phone to address inquiries, provide assistance, and resolve concerns promptly and professionally.
* Build and maintain positive customer relationships by actively listening and empathizing with their needs.
* Proactively promote and sell products and services to customers, meeting and exceeding sales targets.
* Educate customers on product features, benefits, and promotions to drive sales.
* Implement effective retention strategies to ensure customer loyalty and reduce churn.
* Identify opportunities to upsell and cross‑sell products or services to existing customers.
* Investigate and resolve customer complaints or concerns promptly, ensuring a high level of customer satisfaction.
* Escalate complex issues to the appropriate departments when necessary.
* Stay up to date with product knowledge and industry trends to provide accurate and valuable information to customers.
* Maintain accurate and detailed records of customer interactions, sales, and retention efforts.
* Collaborate with cross‑functional teams, including Sales, Marketing, and Technical Support, to achieve customer‑related goals.
Candidate Qualifications
* Must be 18 years of age or older.
* High school diploma or equivalent.
* 2+ years of experience in retail sales and inbound sales.
* Strong retention skills.
* Proven ability to meet or exceed sales targets.
* Customer‑focused mindset with a genuine desire to help and assist customers.
* Proficiency in using customer relationship management (CRM) software is an advantage.
* Excellent communication and interpersonal skills.
* Ability to work in a fast‑paced environment and adapt to changing priorities.
* Strong problem‑solving and multitasking abilities.
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 results.
* Must be willing to submit to drug screening; offers are contingent on results.
Compensation & Benefits
* Competitive salary based on experience.
* Medical, dental, and vision coverage.
* Employee discount and rebates on company products and services.
* Performance and loyalty bonuses.
* Educational assistance and career development programs.
* Employee shuttle services, company retreats, and off‑site events.
* Recognition gifts, raffles, and other rewards.
Physical Requirements
The position operates in a professional office environment. Employees will be largely sedentary and required to sit, stand, and use a computer and telephone headset for extended periods. Occasionally, employees may need to move about the office, reach, lift, or move items up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), we provide reasonable accommodations to qualified applicants or employees with a disability unless such accommodations would cause undue hardship.
Diversity & Equality
MCI embraces diversity and prohibits discrimination on the basis of age, ancestry, color, disability, gender identity, genetic information, marital status, national origin, sexual orientation, and other protected characteristics. All employment decisions are based on merit and qualifications.
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