Customer Service Representatives (Research/Survey)

MCI is seeking Customer Service Representatives (Research/Survey) with excellent communication and customer service skills. The right candidate for this role will be reliable and dedicated to ensuring accurate and reliable results. This role is responsible for making IB/OB calls to potential customers and conducting surveys to gather data and insights that will help our clients make informed business decisions. The job involves conducting telephone surveys or interviews, presenting objectives and methods to respondents, collating and documenting findings and data from interviews and surveys. This position is an on-site consultant role that will last for 5 months, with the possibility of renewal.

Key Tasks and Responsibilities

• Conduct outbound calls to survey participants, following a predefined script and questionnaire to gather accurate and relevant information
• Collect information about client demographics, preferences, wants, and purchasing habits in order to identify potential markets and factors influencing product demand
• Compile, record, and encode information from interviews and surveys
• Create and assess data collection methods and procedures, such as surveys, opinion polls, and questionnaires, or help organize the acquisition of existing data
• Explain the survey's aims and processes to interviewees
• Identify and rectify inconsistencies in the interviewees' responses
• Identify and report any issues with acquiring accurate data
• Build sustainable relationships and engage customers by taking the extra mile
• Be flexible and willing to work on a changing schedule, including weekends, based on the operational needs of the project.
• Handle sensitive and confidential participant information with utmost discretion and comply with data protection regulations.

Attend to additional tasks related to the position

WONDER IF YOU ARE A GOOD FIT? 

All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities. 

• Experienced Call Center Agent: Previous experience working in a call center environment is required, preferably in a customer service role.
• Excellent English communication skills: Possess exceptional verbal and written English language skills, enabling effective communication with participants and clients.
• Good reading comprehension: Ability to understand and interpret survey scripts, questionnaires, and participant responses accurately.
• Accent-free communication: Demonstrate clear and neutral English pronunciation with no accent issues that may hinder effective communication.
• Flexibility in working hours: Willingness to work on a changing schedule, including weekends, based on project requirements.
• Survey experience: Prior experience with surveys or similar research methodologies is a plus.
• Strong customer service skills: Ability to provide exceptional customer service, exhibit patience, empathy, and professionalism while addressing customer inquiries or concerns.
• Consultancy contract: The selected candidate will be engaged under a consultancy contract, with the associated terms and conditions outlined accordingly.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe in the importance of our staff and recognize them as the driving force behind our success.

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

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

Subject to the program and location of the position

• 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.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
 
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
 
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,  EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.