Sydney Energy Customer Care Representative

Sydney, NS

Here at MCI, we keep things light. We believe our customer service representatives are at their best when they’re happy. This is an on‑site call center position and a chance to work indoors in a fun and energetic environment. Our training will make you an expert in Fortune 500 products and state‑of‑the‑art communications technology.

Following a fun, best‑in‑class training, you will help customers by offering product and pricing recommendations. With MCI, you’ll earn commission on top of your hourly wage and through daily contests. This is a rare opportunity to share in the vision and success of a growing company.

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.

• 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 escalat[e]e customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problem 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

• 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 20
  
  Mbps+)
• 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 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 ability to build relationships with your team and customers

• 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

• Must be authorized to work in the country where the job is based

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Health Benefits:
  
  Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access life insurance options to…