Customer Service Representative - Wichita, KS
Company: MCI Military Recruitment
Location: Wichita
Posted on: June 24, 2022
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Job Description:
POSITION OVERVIEW:
CUSTOMER SERVICE REPRESENTATIVE - WICHITA, KSWe are looking for
customer service representatives in the Wichita, KS area to join
our growing team. As a call center representative, you will handle
inbound calls, troubleshoot basic technical issues, build strong
relationships with customers, fact-find to identify needs while
recognizing opportunities to upsell new products and services.
Candidates should be natural problem solvers who continuously
strive to provide excellent customer service and extraordinary
customer satisfaction.There are a wide variety of project openings
on government programs as well as some of the most recognizable
brands in the world. The right person for this position has
excellent communication skills, is willing to learn on the job, and
is highly reliable. This is an on-site position at Valor
Intelligent Processing (an MCI Company), located in Wichita, KS.To
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.
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POSITION RESPONSIBILITIES:
WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?This position supports
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.In 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.Essential DutiesHandle inbound and outbound contacts in a
courteous, timely, and professional mannerEnsure first call
resolution through problems solving and effective call
handlingResearch systems to find missing information as applicable;
coordinate with other departments to resolve issues when
neededAccurately document and process customer claims in
appropriate systemsUtilize knowledge base and training to
accurately answer customer questions while following all required
scripts, policies, and proceduresComply with requirements
surrounding confidential information and personal
informationEscalate customer issues to the appropriate staff and
managerial for resolution as neededAttend meetings and training and
review all new training material to stay up-to-date on changes to
program knowledge, systems, and processesAdhere to all attendance
and work schedule requirements
STANDARD QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT?We 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.QualificationsMust be 18
years of age or olderHigh school diploma or equivalentExcellent
organizational, written, and oral communication skillsThe ability
to type swiftly and accurately (20+ words a minute)Basic knowledge
of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Basic
understanding of Windows operating systemHighly reliable with the
ability to maintain regular attendance and punctualityThe ability
to evaluate, troubleshoot, and follow-up on customer issuesAn
aptitude for conflict resolution, problem-solving, and
negotiationMust be customer service oriented (empathetic,
responsive, patient, and conscientious)Ability to multi-task, stay
focused, and self-manageStrong team orientation and customer
focusThe ability to thrive in a fast-paced environment where change
and ambiguity prevalentExcellent interpersonal skills and the
ability to build relationships with your team and
customersPreferred (Not Required)One (1) year of experience in
customer service, technical support, inside sales, back-office,
chat, or administrative support in a contact center
environmentState or Federal work experience
CONDITIONS:
Must be authorized to work in their country of residence (The
United States or Canada)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
resultsMust be willing to submit to drug screening. Job offers are
contingent on drug screening results.
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.
COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS:
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. Regular reviews and raises are
awarded based on tenure and performance, so our employees make more
each year.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
BENEFITSMedical, Dental, and Vision Coverage OptionsPaid
Time-OffRegular RaisesAdvancement OpportunityFun, Engaging Work
EnvironmentCasual Dress CodeCash and Prize Contests
SCHEDULE INFORMATION:
NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?We can offer a wide range
of scheduling options for qualified candidates. There are multiple
shifts and weekly work variations available to our team members.
Please ask a Talent Acquisition Specialist about the different
types of creative scheduling options that are available at your
location. Whether you are a busy parent, student, or just want
control of your work-life balance, flexible, customized scheduling
is one of the perks of working at our organization.
DIVERSITY AND EQUALITY:
At MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our 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, one where employees
are treated with dignity and respect. All employees share in the
responsibility for fulfilling MCI's commitment to a diverse and
equal opportunity work environment.MCI 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 for employment qualified applicants with criminal
histories in a manner consistent with local and federal
requirements.MCI 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, anddiscipline. In addition, it is the policy of MCI to
provide reasonable accommodation to qualified employees who have
protected disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works.
REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world.
REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe.Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation.For more information on MCIs
response to COVID-19 please visit www.mci.world/covid-19.
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.In
2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as
Iowas 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. MCIs subsidiaries had
previously made Inc. Magazine's List of Fastest-Growing Companies
15 times respectively. MCI has fifteen business process outsourcing
service delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. 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 a 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:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
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 upon your performance of the tasks listed
in this job description.The employer has the right to revise this
job description at any time. This job description is not a contract
for employment, and either you or the employer may terminate
employment at any time, for any reason.
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Keywords: MCI Military Recruitment, Wichita , Customer Service Representative - Wichita, KS, Hospitality & Tourism , Wichita, Kansas
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