Mass Markets Company Logo Mass Markets

Train On-Site to Work at Home Contact Center Representative

POSITION OVERVIEW:
TRAIN ON-SITE TO WORK AT HOME

Mass Markets, an MCI Company is looking forwork at home customer service, help desk, technical support, and sales representatives to support April demand. This role requires you train on-site and certify in the role prior to moving to full work at home. Training and certification generally takes one to two weeks depending on the program.

In these roles, you will handle inbound customer inquiries, or troubleshoot basic technical issues, and assist customers in adding or removing products and services. There are full-time and part-time positions available for almost any schedule, day, night, seven days a week. In a lot of cases, you can make your own schedule. The positions offer competitive base pay ($10.10 HR to $15.15 HR) commensurate with experience, role, schedule, level, plus benefits for full-time, paid vacation, and variable bonus and contest incentives. All it takes to get started is for you to complete an easy online application and an informal interview with a talent acquisition specialist. If you do not have your equipment, Mass Markets will provide it. You will need a wired home broadband connection

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POSITION RESPONSIBILITIES:
WHAT DOES A WORK AT HOME CALL CENTER REPRESENTATIVE DO?

In this role, you will be responsible for handling inbound calls and making outbound sales inquiries using state-of-the-art contact center technology and customer experience methodology. As a highly trained expert on products, technology, and business process you will work on behalf of some of the most recognized brands in the world. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure best in class customer experience. In addition to being an all-around great asset to the team, our entry level sales representatives are responsible for the following tasks.

KEY RESPONSIBILITIES

Listen to and resolve customer issues
Utilize systems and technology to complete account management tasks
Recognize sales opportunity and apply sales skills to upgrade customers
Explain and position products and process when interacting with customers
Appropriately escalate customer dissatisfaction
Ensure first call resolution through problems solving and effective call handling

CANDIDATE QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT?

MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

Must be 18 years of age or older
High school diploma or equivalent
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating system
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused and self manage
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change and ambiguity prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers

COMPENSATION DETAILS:
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and total rewards are exceptional. Our people are not just employees, they are our most important resource! Standard starting compensation includes a base hourly wage commensurate with experience, an hourly attendance bonus, and a weekly performance bonus. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

TOTAL REWARDS BREAKDOWN

Competitive Starting Compensation
Paid Time-Off
Daily, Weekly, and Quarterly Recognition
Paid Holidays
Full-Benefits (Medical, Dental, Vision, Life Insurance, Retirement IRA, and more)
Regular Raises and Career Progression
Flexible Scheduling Options
Employee Discount Program
Advancement Opportunity and Ongoing Training
Fun, Engaging Work Environment
Modern Work Environment
Casual Dress Code
And More...

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance, and Whole Life Insurance plans are available to all employees each open enrollment period.

SCHEDULE:
As a 24/7 contact center, Mass Markets able to offer a wide range of shifts. Work with out talent acquisition team to find the right schedule for you.

PHYSICAL REQUIREMENTS:
This is largely a sedentary role and requires sitting/standing for long periods.
This position requires the constant use of a computer and a telephone headset

CONDITIONS OF EMPLOYMENT:
Must be authorized to work in the United States
Selected applicants must be willing to submit to a background and/or security investigation upon being offered the position
Job offers are contingent on background/security investigation results
Selected applicants will be required to complete an online onboarding process

ABOUT MASS MARKETS:
Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work at home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for front office, back office, Digital, inbound and outbound contact center support.

ABOUT MCI (PARENT COMPANY):
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 is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.

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 a 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 2,500+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.

EQUAL OPPORTUNITY EMPLOYER:
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment.

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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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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. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time and the job description is subject to change at any time. This job description is not a contract for employment.

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