Customer Service Agent

POSITION OVERVIEW

We are looking for a Customer Service Representative to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with product‑ and process‑related inquiries, and professionally represent some of the most recognizable brands in the world. This is an on‑site position located in Sydney, NS.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• 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 escalates customer issues with the managerial team
• 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

Required:

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry utilizing a computer
• 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
• Ability to type swiftly and accurately (20+ words a minute)
• Ability to work regular 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
• Ability to evaluate, troubleshoot, and follow up on customer issues
• 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
• Work at home experience
• State or Federal work experience

• 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 safeguard your loved ones
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  With a focus on internal promotions, employees enjoy significant advancement opportunities
• Paid Training:
  Learn new skills while earning a paycheck
• Fun, Engaging Work Environment:
  Enjoy a team‑oriented culture that fosters collaboration and engagement
• Casual Dress Code:
  Be comfortable while you work

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks;

reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and move or exert force up to forty (40) pounds.

All MCI Locations

• Mu…