CALL CENTER REPRESENTATIVE --- Entry-Level

ID
2018-2295
Updated Date
6/30/2020
Department
General Call Center Representative Positions (Inbound & Outbound)
Schedule
Multiple Schedules Available
Wage Description
Up to $13.50/hr.* | Base + Bonus | Full Benefits
Bonus
Weekly
Education
High School Diploma/GED
Min. Years Experience
0
Company/Brand
Mass Markets

POSITION OVERVIEW

Join our rapidly expanding team and start a career or grow your skillsets. We are hiring Call Center Representatives to support the sales process and improve customer service. You will professionally represent some of the largest, most recognizable brands in the world. Entry-level or experienced candidates should have excellent communication skills, willing to learn on the job, and be highly reliable. Both full-time and part-time positions are available.

 

This position is located in Spearfish, SD 57783. 

 

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POSITION RESPONSIBILITIES

WHAT DOES A CALL CENTER REPRESENTATIVE DO?

Answer inbound calls or make outbound calls, resolving customer inquiries and increasing customer satisfaction. Learn our customer experience methodology and state-of-the-art contact center technology. Develop your abilities and grow with our team, interacting with hundreds of customers each week. Professionally manage a variety of accounts, taking inbound requests and making outbound calls. Become a brand ambassador for one of the many larger, recognizable partners we represent.

 

Our entry-level Call Center Representatives are repsonsible for the following tasks:

  • Listen to customers, understand their needs, and resolve customer issues
  • Utilize systems and technology to complete account management tasks
  • Recognize sales opportunity and apply sales skills to upgrade
  • Explain and position the products and processes with customers
  • Appropriately escalate customer dissatisfaction with managerial team
  • Ensure first call resolution through problems solving and effective call handling

 

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT? 

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.

 

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 a 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

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.  Many positions also offer weekly, bi-weekly, or monthly bonus plans and the ability to earn daily contest earnings uploaded to a company debit card the next day or paid out on your next pay date.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

 

Employees earn generous 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 cash uploads to company issued Visa card, 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.  Other optional benefits include Roth IRA retirement accounts, guaranteed issue term life insurance, and whole life insurance.  

 

BENEFITS, INCENTIVES, AND REWARDS
  Competitive Compensation  Weekly Pay Cycles (Where Available)*   Paid Time-Off
  Medical Benefits (Full-Time)  Vision Benefits (Full-Time)   Dental Benefits (Full-Time)
  Advancement Opportunity   Work At Home Options (Contingent)*   Paid New Hire Training
  Recognition Programs  Company Debit Card (Where Available)*   Paid Holidays
  Retirement IRA Options  Guaranteed Issue Term Life Insurance         Whole Life Insurance 
  Wage and Career Progression               Flexible Scheduling Options   Employee Development Programs        
  Employee Discount Program  Fun, Engaging Work Environment   Cash and Prize Incentives
  Modern Work Environment  Casual Dress Code   Relocation Potential

SCHEDULE

NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

Mass Markets is able to offer a wide range of full-time and part-time scheduling options for qualified candidates.  There are multiple shifts and weekly work hour 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 Mass Markets. Apply sooner rather than later, the best schedules fill quickly.

 

SHIFT TYPES AVAILABLE
Full-Time Day Shift  Part-Time Day Shift  Mid-Shift (Afternoon-Evening)
Full-Time Early Bird Shift (Very Early Morning)  Part-Time Evening Shift  Weekend Warrior Shift (Sat./Sun.)
4X10 Shift (10 Hours a Day for 4 Days)  Full-Time Every Other Day  Part-Time Every Other Day
Full-Time 3 Weeks On, 1 Week Off  Part-Time, 2 Days On, 2 Days Off  And More...

 

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 whle 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. 

CONDITIONS OF EMPLOYMENT

  • Must be authorized to work in their country of residence (The United States of America or Canada)
  • Must be willing to submit to a background and/or security investigation. 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.

ABOUT MASS MARKETS

Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work at home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for front office, back office, Digital, inbound and outbound contact center support.

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.

EQUAL OPPORTUNITY EMPLOYER

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.

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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.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time and the job description is subject to change at any time.  This job description is not a contract for employment.

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