Financial Services Helpdesk Representative
Company: MCI
Location: Dallas
Posted on: February 25, 2021
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Job Description:
POSITION OVERVIEW EVENING CALL CENTER SALES REPRESENTATIVES
SUPPORTING COMMERCIAL CLIENTS We are looking for Sales
Representatives to support consumer and business, outbound sales
programs for commercial clients. In this roles, you will make
outbound calls to prospects and customers, acquire new customers
and upsell existing ones, provide customers information on client
products and services. 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. This is an entry-level
position that offers on the job paid training. Compensation is
commensurate with experience and while prior contact center
experience isn't required, experience in sales, customer service,
tech support, or back-office support is a plus. Candidates should
be highly reliable, have great communication skills and be willing
to constantly learn on the job. -------------- POSITION
RESPONSIBILITIES WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? This
position supports 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. In addition to being the best in
the business when it comes to customer interactions, 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 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 accurately answer customer questions * Comply with
requirements surrounding confidential information and personal
information * Appropriately escalate customer issues with the
managerial team * Escalate customer issues to the appropriate staff
and managerial for resolution as needed. * Ensure first call
resolution through problems solving and effective call handling *
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 WONDER IF YOU ARE A GOOD FIT? It's about
building relationships and turning the knowledge you gain in
training into customer wins. Representatives make a difference to
customers and the company, providing over-the-phone customer
service, sales, and technical support. We provide 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 *
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 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 * Must be authorized to work in their country of
residence (The United States or Canada) * 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 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 *
Medical, Dental, and Vision Coverage Options * Paid Time-Off *
Regular Raises * Advancement Opportunity * Fun, Engaging Work
Environment * Casual Dress Code * Cash and Prize Contests 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 . 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, at-home option
for eligible positions and programs, 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. Some programs that are on-site only due to security
requirements. 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. ------- _
Keywords: MCI, Dallas , Financial Services Helpdesk Representative, Sales , Dallas, Texas
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