About the position
We are looking for Customer Service Representatives to support inbound customer service at our Tampa ValorVIP (MCI Company) office. In this role, you will handle inbound inquiries, troubleshoot customer disputes, process payments, and assist callers with process-related inquiries professionally. This is an entry-level, on-site position where compensation is commensurate with experience. While prior contact center experience isn't required, experience in customer service, tech support, inside sales, or back-office support is a plus. Training is paid, and the position offers multiple advancement opportunities, incentives, and full benefits. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job. As an Inbound Call Center Representative, you will support customer service, technical support, and customer sales interactions. This role 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. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day. Essential duties include handling inbound and outbound contacts in a courteous, timely, and professional manner, listening to customers, understanding their needs, and resolving customer issues. You will also research systems to find missing information, coordinate with other departments to resolve issues, and follow the processes of the Client program while performing all tasks in a courteous and professional manner. Additionally, you will utilize systems and technology to complete account management tasks, accurately document and process customer claims, and comply with requirements surrounding confidential information. You will be expected to escalate customer issues appropriately and ensure first call resolution through problem-solving and effective call handling. Regular attendance and adherence to work schedule requirements are crucial, as is participation in meetings and training to stay up-to-date on changes to program knowledge, systems, and processes.
Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Listen to customers, understand their needs, and resolve customer issues.
- Research systems to find missing information and coordinate with other departments to resolve issues.
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
- Utilize systems and technology to complete account management tasks.
- Accurately document and process customer claims in appropriate systems.
- Follow all required scripts, policies, and procedures.
- Utilize knowledge base and training to accurately answer customer questions.
- Comply with requirements surrounding confidential information and personal information.
- Appropriately escalate customer issues with the managerial team.
- 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.
Requirements
- Must be 18 years of age or older.
- High school diploma or equivalent.
- Experience with data-entry utilizing a computer.
- The ability to read and speak English fluently.
- Have a wired, high-speed internet connection (Download speed of 20Mbps+).
- Excellent organizational, written, and oral communication skills.
- The ability to type swiftly and accurately (20+ words a minute).
- Ability to work regularly scheduled shifts within our hours of operation including the training period.
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
- 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.
Nice-to-haves
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
- Work at home experience.
- State or Federal work experience.
Benefits
- Paid Training
- Paid Time Off
- Medical, Dental, and Vision Coverage Options
- Life Insurance
- Retirement
- Advancement Opportunity
- Flexible Schedules
- Daily Contests
- Prizes
- Casual Dress Code
- Regular Raises
