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Jobs · OTHR · New Mexico

Contact Center Representative I (Entry-Level)

CareersElite.com · Las Cruces, NM · 2 wk ago
OTHRFull-time

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across industries including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers leverage both on-site and remote agents, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We're hiring entry-level Call Center Representatives to support a variety of inbound and outbound customer service and sales campaigns for a diverse range of clients. This role is ideal for individuals with a positive attitude and strong people skills, particularly those with experience in customer-facing roles such as retail, hospitality, or food service.

About the role

As a Call Center Representative, you will engage with customers over the phone to answer questions, resolve concerns, and identify opportunities to introduce new products and services. You will handle inbound and outbound calls, supporting customer service, technical support, and sales interactions while ensuring a best-in-class customer experience.

Responsibilities

  • Handle inbound and outbound calls in a friendly, timely, and professional manner
  • Resolve customer issues effectively, aiming for first-call resolution
  • Research internal systems to locate missing information and collaborate with other departments as needed
  • Accurately document customer interactions and process claims
  • Engage in solution-focused conversations to identify the best options for customers
  • Follow scripts, policies, and procedures while using training resources to provide accurate information
  • Maintain confidentiality and handle sensitive information appropriately
  • Escalate complex issues to supervisors or specialized teams when necessary
  • Attend training sessions and team meetings to stay up to date on systems and procedures
  • Adhere to assigned schedules and attendance expectations

Requirements

  • Must be 18 years or older
  • High school diploma or equivalent
  • Strong communication and organizational skills
  • Typing speed of at least 20 words per minute
  • Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Familiarity with Windows operating systems
  • Dependable and punctual with strong time management
  • Ability to troubleshoot and follow up on customer issues
  • Strong problem-solving and conflict resolution skills
  • Customer-focused with empathy, patience, and professionalism
  • Able to multitask, stay focused, and work independently
  • Team-oriented with a collaborative mindset
  • Comfortable in a fast-paced, dynamic environment
  • Excellent interpersonal skills and the ability to build rapport with customers and colleagues

About MCI

MCI helps customers address CX and DX challenges by creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. We provide business process outsourcing, staff augmentation, contact center customer services, and IT services, including general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named Iowa's Fastest Growing Company by Inc. Magazine and ranked 452nd on the Inc. 5000 list of Fastest-Growing Privately Held Companies in the USA. MCI's subsidiaries have appeared on Inc. Magazine's list 15 times. With ten business process outsourcing service delivery facilities across Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines, MCI drives modernization through digitalization to help clients do more for less.

MCI is the holding company for a diverse lineup of tech-enabled business services operating companies, including Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), 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. MCI serves mid-market, federal, and enterprise partners through brands such as MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. The company employs over 10,000 talented individuals and partners with 150+ diverse North American clients.

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