Customer Service Representative

3 weeks ago

Sydney, Nova Scotia, Canada MCI, LC Full time

POSITION OVERVIEW

This role is a fantastic opportunity to join MCI, LC as a Customer Service Representative. As a key member of our team, you will be responsible for handling inbound and outbound calls, providing exceptional customer service, and resolving customer issues in a timely and professional manner.

KEY RESPONSIBILITIES

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Ensure first call resolution through problems solving and effective call handling
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
  • Accurately document and process customer claims in appropriate systems
  • Lead fact-finding discussions to determine the best options for the customer
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

We are looking for highly motivated, energetic, and dedicated individuals who are passionate about delivering exceptional customer service. Ideal candidates will have excellent organizational, written, and oral communication skills, as well as the ability to type swiftly and accurately.

Preferred Qualifications

  • 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

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

COMPENSATION DETAILS

We offer a competitive compensation package, including paid time off, paid holidays, and paid training opportunities. Our team members also enjoy regular daily, weekly, and monthly incentives, including monetary rewards and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars.

BENEFITS

  • Medical, Dental, and Vision Coverage Options
  • Paid Time-Off
  • Advancement Opportunity
  • Fun, Engaging Work Environment
  • Casual Dress Code
  • Cash and Prize Contests

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.

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