Customer Experience Representative

1 week ago

Sydney, Nova Scotia, Canada Mass Markets Full time
About Mass Markets

Mass Markets is a leading provider of business process outsourcing solutions, helping clients take on their CX and DX challenges differently. With a focus on delivering exceptional experiences and driving optimal performance, our team is dedicated to providing industry-leading solutions.

Job Title: Inbound Call Center AgentJob Summary:

We are seeking an experienced Inbound Call Center Agent to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for handling inbound calls from customers, providing exceptional service, and resolving issues in a timely and professional manner.

Responsibilities:
  • Handle inbound calls 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
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
Compensation and Benefits:

We offer a competitive salary, estimated to be around $45,000 per year, based on the location and experience. Our comprehensive benefits package includes medical, dental, and vision coverage options, paid time-off, advancement opportunities, 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.

Equal Opportunity Employer:

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.

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