Wichita Telesales Representative (Full-Time)

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.

We are looking for telesales representatives to support outbound sales programs for commercial clients. In this role, you will make outbound calls to new prospects and current customers, sell new products, upsell existing ones, and provide customer information on client products and services. 

There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone.

This is an entry-level position that offers on-the-job paid training. While prior call center experience isn’t required, experience in sales, customer service, tech support, or back-office support is a plus. Candidates should be highly reliable, have excellent communication skills and be willing to constantly learn on the job.

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.

Responsibilities

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions.  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 a best-in-class customer experience.  In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.  

Essential Duties

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Ensure first call resolution through problems solving and effective call handling 
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements 

Qualifications

WONDER IF YOU ARE A GOOD FIT? 

It's about building relationships and turning the knowledge, you gain in training into customer wins.  Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.  We provide 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. 

Required

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.  
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• 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 are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience