Bilingual Contact Center Representative (Full-Time)
Company: Mci Military Recruitment
Location: Wichita
Posted on: May 3, 2024
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Job Description:
POSITION OVERVIEW:BILINGUAL CONTACT CENTER REPRESENTATIVE
SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTSWe are looking for
bilingual contact center representatives to support inbound and
outbound customer service and sales projects for a wide variety of
clients. You will be responsible for answering inbound and outbound
calls, handling customer questions and complaints, and seizing
opportunities to upsell products when they arise. Candidates should
have a social and positive demeanor, a strong work ethic, and have
a track record of working well with customers. We offer many
advancement opportunities, including Supervisor, Trainer, Talent
Acquisition, and Operations Management.Schedules vary by site and
project; however, we can usually find something that works for
everyone. This is an on-site, entry-level position. Prior contact
center experience isn't required; candidates experienced in
customer service industries such as servers, bartenders, and retail
associates are encouraged to apply!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.-:...POSITION RESPONSIBILITIES:WHAT DOES A
BILINGUAL CONTACT CENTER REPRESENTATIVE DO?This position supports
customer service and sales oriented interactions that requires you
to interact with hundreds of people each week answering incoming
calls and making outgoing calls to consumers.Call Center
Representatives professionally manage a variety of accounts, taking
inbound requests and making outbound calls on behalf of some of the
most recognized brands in the world. .Essential DutiesHandle
inbound and outbound contacts in a courteous, timely, and
professional mannerListen to customers, understand their needs, and
resolve customer issuesUtilize systems and technology to complete
account management tasksRecognize sales opportunity and apply sales
skills to upgradeRespond to all inquiries consistent with
confidentiality and privacy policies and refers callers to
alternate sources when appropriate.Research systems to find missing
information as applicable; coordinate with other departments to
resolve issues as applicableFollow processes of the client program
and perform all tasks in a courteous and professional mannerRespond
effectively to all forms of inbound and outbound contacts, provide
responses to questions, and in specific instances, refer callers to
the appropriate supervisor, county, or state agency representatives
for service and/or when problems or concerns occurInvestigate and
resolve complex and escalated issues resulting from multiple
channels.Complete research of beneficiary contact history and
report findings to management.Listen to contacts, understand their
needs, and resolve issuesUtilize systems and technology to complete
account management tasksAccurately document and process customer
claims in appropriate systemsFollow all required scripts, policies,
and proceduresUtilize knowledge base and training to accurately
answer customer questions and maintain updated knowledge of the
program including its policies and procedures.Comply with
requirements surrounding confidential information and personal
informationAppropriately escalate customer issues with the
managerial teamEscalate customer issues to the appropriate staff
and managerial for resolution as needed.Ensure first call
resolution through problems solving and effective call
handlingAttend meetings and trainings 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
requirementsPerform other duties as assigned by management.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 experienceCONDITIONS: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 ContestsDIVERSITY 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, 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.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
(www.mci.world) 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,
call center services, 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.by Jobble
Keywords: Mci Military Recruitment, Wichita , Bilingual Contact Center Representative (Full-Time), Other , Wichita, Kansas
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