CUSTOMER SERVICE REPRESENTATIVE (Full-Time & Part-Time)

LOCATION

Sydney, NS

JOB TYPE

Full-Time & Part-Time

PAY TYPES

Hourly + Bonus

BENEFITS & PERKS

LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

APPLICATION DETAILS

No Resume Required, Entry-Level

POSITION OVERVIEW

CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS

We are looking for Customer Service Representatives to support inbound customer service, help desk, technical support, and back-office processing for commercial and public sector clients. 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.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

1. Handle inbound and outbound contacts in a courteous, timely, and professional manner
2. Listen to customers, understand their needs, and resolve customer issues
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
4. Follow the processes of the Client program and perform all tasks in a courteous and professional manner
5. Utilize systems and technology to complete account management tasks
6. Accurately document and process customer claims in appropriate systems
7. Follow all required scripts, policies, and procedures
8. Utilize knowledge base and training to accurately answer customer questions
9. Comply with requirements surrounding confidential information and personal information
10. Appropriately escalate customer issues with the managerial team
11. Ensure first call resolution through problem solving and effective call handling
12. Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
13. Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required

1. Must be 18 years of age or older
2. High school diploma or equivalent
3. Experience with data-entry utilizing a computer
4. The ability to read and speak English fluently
5. Have a wired, high-speed internet connection (Download speed of 20Mbps+)
6. Excellent organizational, written, and oral communication skills
7. The ability to type swiftly and accurately (20+ words a minute)
8. Ability to work regularly scheduled shifts within our hours of operation including the training period.
9. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
10. Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
11. Highly reliable with the ability to maintain regular attendance and punctuality
12. The ability to evaluate, troubleshoot, and follow-up on customer issues
13. An aptitude for conflict resolution, problem solving, and negotiation
14. Must be customer service oriented (empathetic, responsive, patient, and conscientious)
15. Ability to multi-task, stay focused, and self-manage
16. Strong team orientation and customer focus
17. The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
18. Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

1. One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
2. State or Federal work experience

CONDITIONS OF EMPLOYMENT

All MCI Locations

1. Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

1. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

1. Medical, Dental, and Vision Coverage Options
2. Paid Time-Off
3. Regular Raises
4. Advancement Opportunity
5. Fun, Engaging Work Environment
6. Casual Dress Code
7. Cash and Prize Contests

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.

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's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.