Customer Care Representative

POSITION OVERVIEW

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.

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.

We are seeking a highly motivated and experienced Customer Care Representative to join our team. The ideal candidate will have experience in retail sales, as well as inbound sales and retention skills. This individual will be responsible for promoting products and services to new and existing customers, as well as retaining current customers through excellent customer service.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Interact with customers via phone to address inquiries, provide assistance, and resolve concerns promptly and professionally.
• Build and maintain positive customer relationships by actively listening and empathizing with their needs.
• Proactively promote and sell products and services to customers, meeting, and exceeding sales targets.
• Educate customers on product features, benefits, and promotions to drive sales.
• Implement effective retention strategies to ensure customer loyalty and reduce churn.
• Identify opportunities to upsell and cross-sell products or services to existing customers.
• Investigate and resolve customer complaints or concerns promptly, ensuring a high level of customer satisfaction.
• Escalate complex issues to the appropriate departments when necessary.
• Stay up to date with product knowledge and industry trends to provide accurate and valuable information to customers.
• Maintain accurate and detailed records of customer interactions, sales, and retention efforts.
• Collaborate with cross-functional teams, including Sales, Marketing, and Technical Support, to achieve customer-related goals.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities.

• Must be 18 years of age or older
• High school diploma or equivalent
• 2+ years of experience in retail sales and inbound sales
• Strong retention skills
• Proven ability to meet or exceed sales targets
• Customer-focused mindset with a genuine desire to help and assist customers
• Proficiency in using customer relationship management (CRM) software is an advantage
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong problem-solving and multitasking abilities

ABOUT MCI (PARENT COMPANY)

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 Man