POSITION OVERVIEW:

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
Are you a great communicator with a passion for helping others? We’re looking for part-time Customer Service Agents to join our fast-growing team! In this entry-level, on-site role, you’ll handle inbound calls, assist with basic technical troubleshooting, build strong customer relationships, and identify opportunities to upsell products and services.
No contact center experience? No problem! If you’ve worked in customer-facing roles like retail, hospitality, or food service this could be the perfect next step in your career.
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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QUALIFICATIONS

• Must be 18 years or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to type at least 20 words per minute
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with a strong work ethic
• Strong problem-solving and follow-up skills
• Conflict resolution and negotiation abilities
• Customer-focused: empathetic, patient, and responsive
• Able to multitask, stay organized, and self-manage
• Comfortable in a fast-paced, dynamic environment
• Excellent interpersonal skills and a team-oriented mindset

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.

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 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.
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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.
The 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

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.

KEY RESPONSIBILITIES:

• Answer inbound and make outbound calls in a friendly, professional manner
• Resolve customer issues efficiently, aiming for first-call resolution
• Use internal systems to research and retrieve information
• Collaborate with other departments to resolve complex inquiries
• Accurately document customer interactions and claims
• Follow scripts, policies, and procedures while using your training and resources
• Handle sensitive information with confidentiality
• Escalate unresolved issues to the appropriate team or manager
• Attend training sessions and stay up to date with program updates
• Adhere to your assigned part-time schedule and attendance requirements