Overview

Customer Service Representative Supporting Commercial And Public Sector ClientsWe are looking for customer service representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with product, process related inquiries, and professionally represent some of the most recognizable brands in the world.There are a wide variety of project openings available. Schedules vary by site and program however we can usually find something that works for everyone. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including supervisor, trainer, talent acquisition, and operations management.Position ResponsibilitiesWhat does someone in this role actually do?This position supports customer service for bank customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues 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 dutiesHandle inbound customer calls in a courteous, timely, and professional manner - including email and live chatListen to customers, understand their needs, and resolve customer issuesEscalate customer issues to the appropriate staff and managerial for resolution as neededEnsure first call resolution through problems solving and effective call handlingFollow the processes of the client program and perform all tasks in a courteous and professional mannerUtilize knowledge base and training to accurately answer customer questionsCreate and maintain customer crm records with accurate call detailsAccurately document call resolution in appropriate systemsStrictly follow client process for handling financial issues and inquiriesComply with requirements surrounding confidential information and personal informationFollow all required scripts, policies, and proceduresAdhere to all attendance and work schedule requirements including all scheduled trainingCandidate QualificationsWonder if you are a good fit?It's about building relationships and turning the knowledge you gain in training into customer wins. Mci provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years of ageHigh school diploma or equivalentMinimum of three (3) years in a call center environmentMinimum of (1) year of experience in a customer service service roleThe ability to multi-task using multiple screens and systems while talking on the phone with customers.The ability to type swiftly and accurately 30-45 words per minuteThe ability to read and speak english fluentlyFamiliarity with computer and windows pc applications and the ability to learn new and complex computer system applications including corporate intranetBasic knowledge of microsoft office suite (excel, powerpoint, word, outlook including sharepoint)Excellent organizational, written, and oral communication skillsThe ability to multi-task across multiple systems and screens while speak to customers.Must be customer service oriented (empathetic, responsive, patient, and conscientious)Strong team orientation and customer focus with a positive attitudeHighly reliable with the ability to maintain regular attendance and punctualityAptitude for issue identification and problem solvingThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentAn aptitude for conflict resolution and problem solvingThe ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution