OMNI-CHANNEL CUSTOMER CARE - Full-Time

MCI - Sioux City, IA3.9

Full-time
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POSITION OVERVIEW
OMNI-CHANNEL CUSTOMER CARE AGENT

Join the team and grow with us! On our newest program, you will use social media, live-chat, and inbound calls to support customers through the ordering process and/or troubleshoot their problems. You will become an expert in multi-channel communication and raising customer satisfaction. Experienced or entry-level candidates should be willing to learn on the job, have excellent communication skills, and be highly reliable.

Located in Dakota Dunes, 57049. Full-Time, Customer Service, Base Wage + Bonuses.

SCHEDULE
WANT A SCHEDULE THAT WORKS WITH YOUR LIFE?

Our newest program will have several schedules between 8am-6pm Monday-Friday and 8am-5pm Saturday. For qualified candidates, we offer other programs with multiple options to fit your busy schedule and deliver the work-life balance you want and need. Work with our talent acquisition team to find the right schedule for you. Apply sooner rather than later, the best schedules fill quickly.

POSITION RESPONSIBILITIES
WHAT IS AN OMNI-CHANNEL CUSTOMER CARE AGENT?

This position is will resolve customer service requests using modern contact center technology and customer experience strategy. Use live-chat, social media, email, knowledge base, forum, and phones to improve customer satisfaction. When sales opportunities arise, you will learn to quickly educate and close customers while maintaining high levels of satisfaction. Your main responsibility is to grow with us, becoming the best in the industry.

Our Omni-Channel Customer Care Agents are responsible for the following tasks:

Consistently service customers, providing efficient resolutions
Use problem solving ability to resolve technical/mechanical issues
Expand your product and service knowledge daily
Professionally build and support existing client relationships
Become a brand ambassador managing large accounts
Escalate customer dissatisfaction to managerial team
Utilize systems and technology to resolve initial interactions

CANDIDATE QUALIFICATIONS
WONDER IF YOU HAVE WHAT IT TAKES?

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 Omni-Channel Customer Care Agents Qualifications Include:

High school diploma or equivalent; College Students, Interns, and recent College Graduates are welcome
Must have the ability to learn customer service software applications
Must be proficient with basic PC skills
Ability to multi-task in a fast paced environment
Highly reliable
Minimum 18 years of age
Entry-level and experienced 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 preferable, 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.