MassMarkets - Las Cruces, NM

posted about 1 month ago

Part-time - Entry Level
Las Cruces, NM
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for part-time call center agents to support inbound projects while working Saturday and Sunday shifts. In this role, you will handle inbound calls, troubleshoot basic technical issues, and help callers with products and process-related inquiries while professionally representing some of the most recognizable brands in the world. This is an excellent opportunity for you to start your career with our growing team. Prior contact center experience isn't required; candidates experienced in customer service industries, such as servers, bartenders, and retail associates, are encouraged to apply! To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

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 as applicable; coordinate with other departments to resolve issues as applicable.
  • 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 answer customer questions accurately.
  • Comply with requirements surrounding confidential information and personal information.
  • Appropriately escalate customer issues with the management team.
  • Escalate customer issues to the appropriate staff for resolution as needed.
  • Ensure first-call resolution through problem-solving and effective call handling.
  • Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and process changes.
  • 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 the 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.

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.
  • State or Federal work experience.

Benefits

  • Paid Time Off: Earn PTO and paid holidays to take the time you need.
  • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations-and sometimes even cars!
  • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
  • Retirement Savings: Secure your future with retirement savings programs, where available.
  • Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
  • Life Insurance: Access life insurance options to safeguard your loved ones.
  • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
  • Paid Training: Learn new skills while earning a paycheck.
  • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
  • Casual Dress Code: Be comfortable while you work.
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