Part Time Customer Service Associate
Company: MCI
Location: Dallas
Posted on: February 25, 2021
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Job Description:
POSITION OVERVIEW CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE
FINANCIAL SERVICES SECTOR
We are hiring bilingual customer service representative to support
inbound and outbound customer service projects for Finacial
Services clients. We are seeking qualified professionals who will
work to ensure our organization is providing world class service to
our members, employees, and our communities. In this role you will
work directly with bank customers providing product and account
information, resolving customer issues, and answering customer
questions regarding bank processes. Candidates should have
excellent communication skills, willing to learn on the job, and be
highly reliable.
This is an experienced-level position that offers on the job paid
training. Compensation is commensurate with experience. Prior
contact center or customer service experience is required. There
are both full-time and part-time openings with multiple schedule
options.
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POSITION RESPONSIBILITIES WHAT 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 Duties
--- Handle inbound customer calls in a courteous, timely, and
professional manner - including email and live chat
--- Listen to customers, understand their needs, and resolve
customer issues
--- Escalate customer issues to the appropriate staff and
managerial for resolution as needed
--- Ensure first call resolution through problems solving and
effective call handling
--- Follow the processes of the Client program and perform all
tasks in a courteous and professional manner
--- Utilize knowledge base and training to accurately answer
customer questions
--- Create and maintain customer CRM records with accurate call
details
--- Accurately document call resolution in appropriate systems
--- Strictly follow client process for handling financial issues
and inquiries
--- Comply with requirements surrounding confidential information
and personal information
--- Follow all required scripts, policies, and procedures
--- Adhere to all attendance and work schedule requirements
including all scheduled training
CANDIDATE QUALIFICATIONS W ONDER 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.
Required
CONDITIONS OF EMPLOYMENT
COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR
CONTRIBUTION?
We believe that hard work should pay off, so we make sure that our
compensation and total rewards are competitive. Standard starting
compensation is commensurate with experience. Regular reviews and
raises are awarded based on tenure and performance, so our
employees make more each year.
Employees earn paid time off as well as paid holidays and paid
training opportunities. Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TV's, trips, tickets, and even cars. In addition
to our standard group benefits offering for full-time employees
following 90-days of employment, all employees are eligible to opt
for our MEC medical plan after only 30-days of employment. Benefits
options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
SCHEDULE REQUIREMENTS NEED A SCHEDULE THAT WORKS WITH YOUR
LIFE?
We can offer a wide range of scheduling options for qualified
candidates. There are multiple shifts and weekly work variations
available to our team members. Please ask a Talent Acquisition
Specialist about the different types of creative scheduling options
that are available at your location. Whether you are a busy parent,
student, or just want control of your work-life balance, flexible,
customized scheduling is one of the perks of working at our
organization .
HOURS OF OPERATION
Monday - Friday 8:30 A.M. - 8:00 P.M.
Saturday 10 A.M. - 5:00 P.M.
Sunday 12:00 P.M. - 4:00 P.M.
The hours above are the hours of Operation. The typical week in the
life of an agent reflects working four weekdays and one weekend
shift, leaving two days off a week .
ABOUT THE APPLICATION PROCESS ...
REGARDING COVID-19 As an employer supporting critical Federal,
State, Provincial, and Commercial clients, we have taken steps to
ensure that we remain operational while taking every precaution
possible to prevent the spread of COVID-19 and keep our employees
safe.
Measures include social distancing for those working on-site,
frequent deep cleaning and disinfecting of workstations and common
areas, daily contactless temperature checks for those essential
employees working on-site, travel policies limiting travel and
mandatory quarantine, reporting and quarantine processes and
policies for those exposed, and requesting masks to be worn when
on-site employees are not at their workstation.
REGARDING MASKS
To help protect our candidates and employees, we are REQUESTING
that all on-site candidates wear a mask to interviews and training.
In locations where state or local government has mandated the use
of masks, we will abide by the mandate, and REQUIRE masks be worn
when on-location.
For more information on MCI's response to COVID-19 please visit
www.mci.world/covid-19 .
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. The
employee will be regularly required to operate a computer and other
office equipment, including a phone, copier, and printer. The
employee may occasionally be required to move about the office to
accomplish tasks; reach in any direction; raise or lower objects,
move objects from place to place, hold onto objects, and move or
exert force up to forty (40) pounds.
REASONABLE ACOMODATION Consistent with the Americans with
Disabilities Act (ADA) it is the policy of MCI and affiliates to
provide reasonable accommodation when requested by a qualified
applicant or employee with a disability unless such accommodation
would cause undue hardship. The policy regarding requests for
reasonable accommodation applies to all aspects of employment. If
reasonable accommodation is needed, please contact Kate Murph, Vice
President of Human Resources, kate.murph@mci.world .
DIVERSITY AND EQUALITY At MCI and its subsidiaries, we embrace
differences and believe diversity is a benefit to our employees,
our company, our customers, and our community. All aspects of
employment at MCI are based solely on a person's merit and
qualifications. 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.
MCI does not discriminate against any employee or applicant on the
basis of age, ancestry, color, family or medical care leave, gender
identity or expression, genetic information, marital status,
medical condition, national origin, physical or mental disability,
political affiliation, protected veteran status, race, religion,
sex (including pregnancy), sexual orientation, or any other
characteristic protected by applicable laws, regulations, and
ordinances. MCI will consider for employment qualified applicants
with criminal histories in a manner consistent with local and
federal requirements.
MCI will not tolerate discrimination or harassment based on any of
these characteristics. We adhere to these principles in all aspects
of employment, including recruitment, hiring, training,
compensation, promotion, benefits , social and recreational
programs, and discipline . In addition, it is the policy of MCI to
provide reasonable accommodation to qualified employees who have
protected disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works.
ABOUT MCI (PARENT COMPANY) In 2019 Marlowe Companies Inc. (MCI) was
named by Inc. Magazine as Iowa's Fastest Growing Company in the
State of Iowa and was named the 452nd Fastest Growing Privately
Company in the USA, making the coveted top 500 for the first time.
MCI's subsidiaries had previously made Inc. Magazine's List of
Fastest-Growing Companies 15 times respectively. MCI is
headquartered in Iowa City, IA, and has nine customer contact
management centers, IT services, and business process outsourcing
service delivery facilities in Iowa, Georgia, Florida,
Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
Driving modernization through digitalization, MCI ensures clients
do more for less. MCI is the holding company for a diverse lineup
of tech-enabled business services operating companies. MCI
organically grows, acquires and operates companies that have a
synergistic products and services portfolios, including but not
limited to Automated Contact Center Solutions (ACCS), customer
contact management, IT Services (IT Schedule 70), and Temporary and
Administrative Professional Staffing (TAPS Schedule 736), Business
Process Management (BPM), Business Process Outsourcing (BPO),
Claims Processing, Collections, Customer Experience Provider (CXP),
Customer Service, Digital Experience Provider (DXP), Account
Receivables Management (ARM), Application Software Development,
Managed Services, and Technology Services, to mid-market, Federal &
enterprise partners.
MCI now employs 2,500+ talented individuals with 150+ diverse North
American client partners across the following MCI brands:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
MCI provides products and services under the following NAICS Codes:
511210 Software Publishers, 518210 Data Processing, Hosting, and
Related Services, 519190 All Other Information Services, 524291
Claims Adjusting, 524292 Third Party Administration of Insurance
and Pension Funds, 541511 Custom Computer Programming Services,
541512 Computer Systems Design Services, 541519 Other Computer
Related Services, 541519 Information Technology, and Value Added
Resellers, 541611 Administrative Management and General Management
Consulting Services, 541613 Marketing Consulting Services, 541690
Other Scientific and Technical Consulting Services, 541990 All
Other Professional, Scientific, and Technical Services, 561110
Office Administrative Services, 561320 Temporary Help Services,
561330 Professional Employer Organizations, 561421 Telephone
Answering Services, 561422 Telemarketing Bureaus and Other Contact
Centers, 561431 Private Mail Centers, 561440 Collection Agencies,
561499 All Other Business Support Services, 561990 All Other
Support Services, 611430 Professional and Management Development
Training.
DISCLAIMER The purpose of the above job description is to provide
potential candidates with a general overview of the role. It's not
an all-inclusive list of the duties, responsibilities, skills, and
qualifications required for the job. You may be asked by your
supervisors or managers to perform other duties. You will be
evaluated in part based upon your performance of the tasks listed
in this job description.
The employer has the right to revise this job description at any
time. This job description is not a contract for employment, and
either you or the employer may terminate employment at any time,
for any reason.
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Keywords: MCI, Dallas , Part Time Customer Service Associate, Hospitality & Tourism , Dallas, Texas
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