Remote Call Center Representative (Newfoundland) at The Sydney Call Centre
Canada
<h2>POSITION OVERVIEW</h2> <p>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 a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. </p> <p>At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.</p> <p> </p> <p> </p> <p>Are you a great communicator with a passion for helping people? Join our dynamic team as a <strong>Customer Service Representative </strong>where you’ll support inbound customer inquiries, troubleshoot basic technical issues, and assist customers in managing their products and services. Whether you're resolving support issues or introducing new solutions, you’ll play a key role in delivering a <strong>best-in-class customer experience</strong>. </p> <p> </p> <p><em>To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.</em></p> <h2>--------------</h2> <h2>POSITION RESPONSIBILITIES</h2> <p><strong>Key Responsibilities:</strong></p> <ul> <li>Handle <strong>inbound calls</strong> from customers across the country.</li> <li><strong>Listen actively</strong> to understand customer needs and provide effective solutions.</li> <li>Troubleshoot <strong>basic technical issues</strong> and guide customers through resolutions.</li> <li>Assist with <strong>account management</strong>, including adding or removing products and services.</li> <li>Identify and act on <strong>sales opportunities</strong> to upgrade or enhance customer plans.</li> <li>Clearly explain products, services, and processes in a professional manner.</li> <li>Escalate complex or unresolved issues to the appropriate team when needed.</li> <li>Ensure <strong>first-call resolution</strong> through effective communication and problem-solving.</li> </ul> <h2>CANDIDATE QUALIFICATIONS</h2> <p><strong>WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?</strong></p> <p>All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:</p> <p> </p> <p><strong>Qualifications</strong></p> <ul> <li>Must be <strong>18 years or older</strong> with a <strong>high school diploma or equivalent</strong>.</li> <li>Strong <strong>verbal and written communication</strong> skills.</li> <li>Ability to <strong>type 20+ words per minute</strong> accurately.</li> <li>Familiarity with <strong>Microsoft Office Suite</strong> (Word, Excel, Outlook, PowerPoint).</li> <li>Basic understanding of <strong>Windows operating systems</strong>.</li> <li>Dependable, punctual, and able to maintain consistent attendance.</li> <li>Skilled in <strong>problem-solving, conflict resolution</strong>, and follow-up.</li> <li><strong>Customer-focused</strong> mindset: empathetic, patient, and responsive.</li> <li>Ability to <strong>multi-task</strong>, stay organized, and work independently.</li> <li>Thrive in a <strong>fast-paced, team-oriented</strong> environment with frequent change.</li> <li>Strong <strong>interpersonal skills</strong> and a passion for building customer relationships.</li> </ul> <h2>COMPENSATION DETAILS</h2> <p><strong>WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?</strong></p> <p>At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.</p> <p> </p> <p><strong>What You Can Expect from MCI:</strong></p> <p>We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:</p> <p> </p> <ul> <li><strong>Paid Time Off: </strong>Earn PTO and paid holidays to take the time you need.</li> <li><strong>Health Benefits:</strong> Full-time employees are eligible for supplemental health coverage through Blue Cross.</li> <li><strong>Life Insurance:</strong> Access life insurance options to safeguard your loved ones.</li> <li><strong>Supplemental Insurance:</strong> Accident and critical illness insurance</li> <li><strong>Career Growth:</strong> With a focus on internal promotions, employees enjoy significant advancement opportunities.</li> <li><strong>Paid Training:</strong> Learn new skills while earning a paycheck.</li> <li><strong>Fun, Engaging Work Environment:</strong> Enjoy a team-oriented culture that fosters collaboration and engagement.</li> <li><strong>Casual Dress Code:</strong> Be comfortable while you work.</li> </ul> <p> </p> <p><strong>Compensation & Benefits that Fit Your Life</strong></p> <p>MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.</p> <p> </p> <p>If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!</p> <h2>PHYSICAL REQUIREMENTS</h2> <p>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.</p> <h2>CONDITIONS OF EMPLOYMENT</h2> <p><strong>All MCI Locations</strong></p> <ul> <li>Must be authorized to work in the country where the job is based.</li> </ul> <p><strong>Subject to the program and location of the position</strong></p> <ul> <li>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.</li> <li>Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)</li> </ul> <h2>REASONABLE ACCOMMODATION</h2> <p>Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.</p> <h2>EQUAL OPPORTUNITY EMPLOYER</h2> <p><em>At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.</em></p> <p><em> </em></p> <p><em>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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.</em></p> <p><em> </em></p> <p><em>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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.</em></p> <h2>ABOUT US</h2> <p>MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. 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 has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. 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 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 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: 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.</p> <h2>DISCLAIMER</h2> <p>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 on your performance of the tasks listed in this job description.</p> <p> </p> <p>The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.</p>
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