Contact Center Representative

MCI; Mesilla (NM); On-site; USD 32,000 - 40,000; Full time

Job summary

MCI is seeking a Contact Center Representative to handle inbound and outbound calls and assist customers with inquiries while maintaining a high level of service. The role emphasizes problem-solving in a fast-paced environment and requires comfort with CRM systems and documenting interactions.

Candidates should have a high school diploma and prefer English/Spanish language skills. This on-site position supports a growing CX/BPO operation with opportunities for training and growth within the

Qualifications

• Must have recent experience in customer service or call center.
• Experience with CRM systems and documenting interactions.
• Fluency in English; Spanish is a plus.

Responsibilities

• Handle inbound and outbound calls with courtesy and accuracy.
• Provide product information and resolve customer issues.
• Document interactions in the CRM and follow up as needed.
• Meet performance metrics on quality, handle time, and CSAT.

Skills

Customer service

CRM systems

Call center experience

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

CRM software

Job description

LOCATION

Las Cruces, NM

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 looking for a professional and customer-focused Contact Center Representative to join our team. In this role, you will handle inbound and outbound calls, assist customers with inquiries, and ensure a positive customer experience. This is a great opportunity for individuals who enjoy problem-solving and working in a fast-paced environment.

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POSITION RESPONSIBILITIES

Key Responsibilities:

• Answer incoming calls and respond to customer inquiries in a courteous and efficient manner.


• Provide accurate information about products, services, and company policies.


• Resolve customer issues and elevate complex cases to supervisors when necessary.


• Document all customer interactions in the CRM system.


• Meet or exceed performance metrics including call quality, handle time, and customer satisfaction.


• Follow communication scripts and adhere to company procedures and compliance standards.


• Participate in ongoing training and coaching sessions to improve service delivery.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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:

• Must be 18 years or older


• High school diploma or equivalent


• Minimum 1 year of experience in a contact center or customer service role.


• Excellent verbal and written communication skills.


• Strong problem-solving and multitasking abilities.


• Proficiency in using computers and CRM systems.


• Fluent in English and Spanish is a plus.

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 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,