POSITION OVERVIEWnnENTRY-LEVEL CALL CENTER AGENT (FULL-TIME)nnWe are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. There are a wide variety of project openings on government programs as well as some of the most recognizable brands in the world. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.nnThis is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.nnTo be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.nnSALARYnn$11.00 - $14.00 / hournn-nnPOSITION RESPONSIBILITIESnnWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?nnIn this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It 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.nnIn addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.nnEssential DutiesnnHandle inbound and outbound contacts in a courteous, timely, and professional mannernnEnsure first call resolution through problems solving and effective call handlingnnResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when needednnAccurately document and process customer claims in appropriate systemsnnLead fact-finding discussions to determine the best options for the customernnUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and proceduresnnComply with requirements surrounding confidential information and personal informationnnEscalate customer issues to the appropriate staff and managerial for resolution as needednnAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processesnnAdhere to all attendance and work schedule requirementsnnCANDIDATE QUALIFICATIONSnnWONDER IF YOU ARE A GOOD FIT?nnWe provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.nnQualificationsnnMust be 18 years of age or oldernnHigh school diploma or equivalentnnExcellent organizational, written, and oral communication skillsnnThe ability to type swiftly and accurately (20+ words a minute)nnBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)nnBasic understanding of Windows operating systemnnHighly reliable with the ability to maintain regular attendance and punctualitynnThe ability to evaluate, troubleshoot, and follow-up on customer issuesnnAn aptitude for conflict resolution, problem-solving, and negotiationnnMust be customer service oriented (empathetic, responsive, patient, and conscientious)nnAbility to multi-task, stay focused, and self-managennStrong team orientation and customer focusnnThe ability to thrive in a fast-paced environment where change and ambiguity prevalentnnExcellent interpersonal skills and the ability to build relationships with your team and customersnnPreferred (Not Required)nnOne (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentnnState or Federal work experiencennCOMPENSATION DETAILSnnWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?nnWe 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. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.nnEmployees 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, TV’s, 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.nnJUST A FEW OF THE BENEFITSnnMedical, Dental, and Vision Coverage OptionsnnPaid Time-OffnnRegular RaisesnnAdvancement OpportunitynnFun, Engaging Work EnvironmentnnCasual Dress CodennCash and Prize ContestsnnPHYSICAL REQUIREMENTSnnThis 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.nnCONDITIONS OF EMPLOYMENTnnAll MCI LocationsnnMust be authorized to work in the country where the job is based.nnSubject to the program and location of the positionnnMust 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.nnMust be willing to submit to drug screening. Job offers are contingent on drug screening results.nnREASONABLE ACCOMMODATIONnnConsistent 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.nnEQUAL OPPORTUNITY EMPLOYERnnAt 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.nnMCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.nnMCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.nnABOUT MCI (PARENT COMPANY)nnMCI 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. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.nn................nnThe 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.nnThe employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.nnID2021-13254nnUpdated Date8/21/2024nnDepartmentz_Advertised on RecruiticsnnScheduleMultiple OptionsnnBonusYesnnWage DescriptionCommensurate | Base + Bonus & BenefitsnnEducationHigh School Diploma/GEDnnMin. Years Experience0nnCompany/BrandMCInnLocation : LocationUS-KS-WichitannCareer LevelEntry-LevelnnEmployment TypeFull-TimennReports ToSupervisor