Inbound Call Center Representative

3 weeks ago

Sydney, Nova Scotia, Canada MCI, LC Full time

Job Summary

MCI, LC is seeking a highly motivated and customer-focused Individual to serve as an Inbound Call Center Agent. As an Inbound Call Center Agent, you will be the first point of contact for customers, handling a high volume of inbound calls and providing exceptional customer service.

Key Responsibilities

  • Handle inbound calls in a courteous, timely, and professional manner.
  • Ensure first-call resolution through problem-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 managers for resolution as needed.
  • Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and processes.
  • Adhere to all attendance and work schedule requirements.

Requirements

  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Excellent organizational, written, and oral communication skills.
  • The 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 system.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • The ability to evaluate, troubleshoot, and follow-up on customer issues.
  • An aptitude for conflict resolution, problem-solving, and negotiation.
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious).
  • 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 prevalent.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.

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.

Work Environment

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.

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