DirectJobHub
Jobs · OTHR · New Mexico

Contact Center Representative II (Experienced)

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 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 seeking skilled and dependable Contact Center Representatives (Level II) to support inbound and outbound customer service and sales initiatives. In this role, you'll interact directly with customers to address inquiries, resolve complaints, troubleshoot service issues, and promote products and services. Our clients include government programs and some of the most recognizable global brands.

About the role

This is a full-time, on-site position in Las Cruces, NM, that includes paid training and offers clear paths for career advancement into roles such as Supervisor, Trainer, Talent Acquisition, and Operations Management.

Responsibilities

  • Manage inbound and outbound calls in a courteous, timely, and professional manner
  • Resolve customer issues effectively, aiming for first call resolution
  • Research internal systems to retrieve missing information and collaborate with other departments as needed
  • Accurately document customer interactions and process claims
  • Conduct needs-based conversations to identify the best solutions for customers
  • Use training resources and knowledge bases to provide accurate information while following scripts and procedures
  • Maintain confidentiality and handle sensitive information appropriately
  • Escalate complex issues to the appropriate personnel when necessary
  • Participate in training sessions and team meetings to stay current on updates and best practices
  • Adhere to attendance and scheduling requirements

Requirements

  • Must be 18 years or older
  • High school diploma or equivalent
  • Strong written, verbal, and organizational communication skills
  • Typing speed of at least 20 words per minute
  • Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Familiarity with Windows operating systems
  • Highly reliable with excellent time management and punctuality
  • Strong problem-solving, troubleshooting, and follow-up skills
  • Conflict resolution and negotiation abilities
  • Customer-focused with empathy, patience, and professionalism
  • Ability to multitask, self-manage, and stay focused
  • Team-oriented with a collaborative mindset
  • Comfortable working 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. MCI operates ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

MCI is the holding company for a diverse lineup of tech-enabled business services operating companies with synergistic portfolios, 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. MCI employs over 10,000 individuals and partners with 150+ diverse North American clients.

Similar jobs