EARLYBIRD CALL CENTER DISPATCH AGENT - 7am to 4pm

MCI - Sioux City, IA3.9

Full-time
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POSITION OVERVIEW
EARLY BIRD CALL CENTER DISPATCH

As a an Early Bird Call Center Dispatch Representative, you will play an essential role in interacting with our customers and partners to deliver exception customer service. The right candidate will have a professional disposition when communicating with partners, customers and operational departments. Specialist need to have a positive attitude and be able to handles several tasks simultaneously in a fast paced environment. This position requires handling inbound calls from customers and making outbound calls to coordinate with vendors and partners.

Located in Sioux City, IA 51111. Customer Service/Dispatch Operator. Part-Time and Full-Time, Base + Bonuses.

SCHEDULE
NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We are currently hiring for Early Bird Shift, 7am-4pm M-F (some weekends). Additional shift differential for reliable early bird dispatch agents. Mass Markets is able to offer a wide range of shifts, work with out talent acquisition team to find the right schedule for you.

POSITION RESPONSIBILITIES
WHAT DOES A CALL CENTER DISPATCH SPECIALIST DO?

This role corresponds with customers and works with our partners to provide customer support for a number of different situations. They are also responsible for answering questions, and receiving incoming inquiries while executing quality assurance processes in our dispatch department.

Our Call Center Dispatch Agents are responsible for the following:

Answer incoming calls and coordinating customer support, handling customer concerns, and providing professional communication with customers and partners.
Use questioning and listening skills that support effective telephone communication.
Understand the impact of attitude in handling calls professionally.
Use the most appropriate way to communicate with different behavior types on the telephone.
Apply the elements of building positive rapport with different types of customers and technicians over the phone.
Apply the proper telephone etiquette to satisfy various customer and technician situations.
Apply appropriate actions to effectively control a telephone call.
Input data and write comments into various computer systems in order to track information on customer calls.
Resolve customer issues within established guidelines and policies and with intent of a "First Call Resolution."
Determine when a call or certain decisions need to be escalated for further review or approval.
Work in a team environment by supporting and assisting other team members as required.
Attend training as required whether classroom or on-the-job training.

Decision-making:
Know and execute decisions which are within scope.
Know and ask for assistance on decisions outside scope.
Interact with distressed customers to provide information in response to inquiries about services and to handle and resolve service complaints.
Demonstrating problem-solving and multi-tasking skills.

CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT?

Mass Markets provides all new employees with a paid world class training so all positive, driven and confident applicants will be considered for the role. Ideal candidates for this position are highly motivated, energetic and dedicated. Having fun and interacting with all different levels of the team is part of the job and hard work pays off with recognition, bonus and contest incentives. You will learn to be a confident, fully engaged, team player, and will need to be dedicated to bringing a positive & enthusiastic outlook to work each day.

Other Call Center Dispatch Agent Qualifications Include:
Highly reliable, willing to learn and acquire new skills
Enjoy talking to people, helping them resolve their frustrations
Motivated by lucrative bonus plans and daily contests
Exhibit professional communication and customer service skills
High school diploma or equivalent; College Students, Interns, and recent College Graduates are welcome
Strong analytical and problem solving abilities
Ability to learn customer service software applications
Must be proficient with basic PC skills
Ability to multi-task in a fast paced environment
Minimum 18 years of age
Experienced and entry-level candidates are encouraged to apply. Previous experience in retail, bartending, receptionist roles, phone jobs, sales, purchasing, hospitality, collections, customer service, food service, or office/administrative roles is preferred, but not required since we train all new employees for the job.

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.

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.

TOTAL REWARDS BREAKDOWN

Competitive Starting Compensation
Weekly Bonus Opportunity
Weekly Pay Cycles
Paid Time-Off
Daily, Week, and Quarterly Recognition
Paid Holidays
Daily Contest Payouts
Company Debit Card (With Daily Cash Uploads)
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
Cash and Prize Incentives
Modern Work Environment
Casual Dress Code
NEW: Free satellite radio for all qualified staff working on client’s satellite radio sales program
NEW: 50% off major shoe retailer for all qualified staff working on client’s retail customer service project
And More...

ABOUT US
MASS MARKETS

Mass Markets, an MCI Company, is a world leader in advanced, tech-enabled B2B, B2C and H2H contact center telesales, customer care and digital services. With a culture built on customer experience, we are committed to excellent customer interactions that create value for our clients. Since 2003, Mass Markets has delivered innovative, high-impact, agile, scalable, and compliant business process outsourcing services with superior quality and performance. People-powered and tech-enabled, we SAVE, SELL and SERVICE across the customer life-cycle; we SOLVE complex people, process, and technology challenges.

Mass Markets is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

ABOUT MCI

MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, and OnBrand24. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.