Call Center Representative (Part-Time)
Company: Mass Markets
Posted on: November 26, 2022
CALL CENTER AGENT SUPPORTING COMMERCIAL AND PUBLIC SECTOR
We are looking for agents to support inbound customer service
representatives for commercial and public sector support positions.
In these roles, you will handle inbound inquiries, assist callers
with product, process related inquiries, and professionally
represent our clients. Candidates should have excellent
communication skills, willing to learn on the job, and be highly
This is a permanent, full-time, on-site role working on behalf of
one of the most recognized brands in the world. The base pay range
for this position is $10.61 - $15.96/hr. ($16.96/hr. Bilingual)
commensurate with experience. We are also currently offering an
additional "On-Site" pay differential with a guaranteed $0.50/hr.
raise after 30-days, and $500 sign-on bonus. All full-time
employees are also eligible for full benefits after 90-days.
This is a wonderful opportunity for you to start your career here.
With our industry-leading training, you are sure to grow. We offer
many advancement opportunities including Supervisor, Trainer,
Talent Acquisition, and Operations Management.
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.
Handle inbound and outbound contacts in a courteous, timely, and
Listen to customers, understand their needs, and resolve customer
Research systems to find missing information as applicable;
coordinate with other departments to resolve issues as
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
Accurately document and process customer claims in appropriate
Follow all required scripts, policies, and procedures
Utilize knowledge base and training to accurately answer customer
Comply with requirements surrounding confidential information and
Appropriately escalate customer issues with the managerial team
Escalate customer issues to the appropriate staff and managerial
for resolution as needed
Ensure first call resolution through problems solving and effective
Attend meetings and training and review all new training material
to stay up-to-date on changes to program knowledge, systems, and
Adhere to all attendance and work schedule requirements
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.
Must be 18 years of age or older
High school diploma or equivalent
Experience with data-entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high-speed internet connection (Download speed of
Excellent organizational, written, and oral communication
The ability to type swiftly and accurately (20+ words a 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,
Familiarity with computer and Windows PC applications and the
ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and
The ability to evaluate, troubleshoot, and follow-up on customer
An aptitude for conflict resolution, problem solving and
Must be customer service oriented (empathetic, responsive, patient,
Ability to multi-task, stay focused, and self-manage
Strong team orientation and customer focus
The 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
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, 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.
JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage Options
Fun, Engaging Work Environment
Casual Dress Code
Cash and Prize Contests
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.
CONDITIONS OF EMPLOYMENT:
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 results
Must be willing to submit to drug screening. Job offers are
contingent on drug screening results.
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 MCI's response to COVID-19 please visit
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
EQUAL OPPORTUNITY EMPLOYER:
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
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, and discipline. 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.
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
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 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).
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.
Keywords: Mass Markets, Wichita , Call Center Representative (Part-Time), Other , Wichita, Kansas
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