Customer Service Representative

4 weeks ago

Sydney, Nova Scotia, Canada MCI, LC Full time

POSITION OVERVIEW

CUSTOMER SERVICE REPRESENTATIVE (FULL-TIME & PART-TIME)

We are seeking highly motivated and customer-focused individuals to join our team as Customer Service Representatives in Sydney, NS. As a Customer Service Representative, you will be responsible for providing exceptional customer service and support to our clients through inbound and outbound calls, emails, and chats. You will work directly with customers to resolve issues, answer questions, and provide solutions to their problems.

Our ideal candidate is highly reliable, has excellent communication skills, and is willing to learn and grow with our company. You will be working in a fast-paced environment where you will be required to multitask, stay focused, and self-manage. You will also be part of a dynamic team that values teamwork, customer satisfaction, and continuous improvement.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

As a Customer Service Representative, you will be responsible for:

  • Handling inbound and outbound calls, emails, and chats in a courteous, timely, and professional manner
  • Ensuring first call resolution through problem-solving and effective communication
  • Researching systems to find missing information and coordinating with other departments to resolve issues
  • Accurately documenting and processing customer claims in appropriate systems
  • Leading fact-finding discussions to determine the best options for the customer
  • Utilizing knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Complying with requirements surrounding confidential information and personal information
  • Escalating customer issues to the appropriate staff and managerial for resolution as needed
  • Attending meetings and training and reviewing all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhering to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

ARE YOU 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.

QUALIFICATIONS

  • 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 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

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

COMPENSATION DETAILS

VALUE 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
  • 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. 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.

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,

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