MassMarkets is hiring: Inbound Customer Service Opening (Immediately Hiring) in

Inbound Customer Service Opening (Immediately Hiring)

Location: Wichita, KS

Position Overview

INBOUND CUSTOMER SERVICE OPENINGS

We are looking for inbound customer service agents to support projects for a wide variety of clients. You will be responsible for answering inbound calls, handling customer questions and complaints, and seizing opportunities to upsell products when they arise. Candidates should have a social and positive demeanor, a strong work ethic, and have a track record of working well with customers.

There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone.

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.

Position Responsibilities

• Handle inbound and outbound contacts 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
• 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
• Adhere to all attendance and work schedule requirements

Candidate 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 per 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 (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

• All MCI Locations: Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position
• 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.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation & Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members. See below for some examples:

• Paid Time Off: PTO and paid holidays
• Incentives & Rewards: Contests with cash bonuses and prizes
• Health Benefits: Medical, dental, and vision coverage after 60 days; MEC plans after 30 days (varies by location)
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance: Accident and critical illness
• Career Growth: Internal promotions
• Paid Training
• Casual Dress Code

Equal Opportunity

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate based on age, ancestry, color, gender identity or expression, genetic information, national origin, disability, or other protected characteristics. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

About MassMarkets / MCI

MCI helps customers with CX and DX challenges, providing BPO, staff augmentation, contact center services, and IT services. This description is a general overview and not an all-inclusive list of duties.