Entry-Level Customer Service Agent

Entry‑Level Customer Service Agent (Full‑Time)

Join to apply for the Entry‑Level Customer Service Agent (Full‑Time) role at Mass Markets
.

Customer Service Agent supporting commercial and public sector clients.

Wichita, KS

• 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 and coordinate with other departments to resolve issues.
• Follow the processes of the Client program and perform all tasks in a courteous 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 escalates customer issues with the managerial team.
• Escalate customer issues to the appropriate staff and manager 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.

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 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.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem solving and negotiation.
• Customer‑service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with 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.

• 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.

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Participate in contests that include cash bonuses and prizes.
• Health Benefits:
  
  Full‑time employees are eligible for medical, dental, and vision coverage after 60 days of employment.
• Retirement Savings:
  Retirement savings programs where available.
• Disability Insurance, Life Insurance, Supplemental Insurance.
• Career Growth opportunities.
• Paid Training.
• Fun, Engaging Work Environment.
• Casual Dress Code.

This job operates in a professional office environment. Employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. May occasionally be required to move around, reach, lift up to 40 pounds.

Consistent with the…