• Serve as a primary point of contact for clients • Manage inbound and outbound communications with professional excellence • Efficiently resolve inquiries to ensure a seamless and positive customer experience • Connect with customers via phone/email/chat/social media to resolve questions or concerns • Calmly attempt to resolve and de-escalate issues • Escalate interactions when necessary • Respond to requests for assistance and/or processing payments • Track call related information for auditing and reporting purposes • Provide feedback on call issues • Meet sales objectives as defined

Title: Remote Customer Service Representative Location: United States Job Description: POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking a dedicated and customer-focused Customer Service Representative to join our team. In this role, you will be responsible for handling customer inquiries, providing accurate information, resolving issues efficiently, and ensuring a positive customer experience. If you have excellent communication skills, a problem-solving mindset, and the ability to thrive in a high-energy setting, we encourage you to apply. 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. - ------------- POSITION RESPONSIBILITIES Key Responsibilities: - Listen to customers, understand their needs, and resolve customer issues - Utilize systems and technology to complete account management tasks - Recognize sales opportunity and apply sales skills to upgrade - Explain and position the products and processes with customers - Appropriately escalate customer dissatisfaction with managerial team - Ensure first call resolution through problems solving and effective call handling STANDARD QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: - Must be 18 years of age or older - High school diploma or equivalent - Excellent organizational, written, and oral communication skills - The ability to type swiftly and accurately (20+ words a minute) - Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) - Basic understanding of Windows operating system - 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 prevalent - Excellent interpersonal skills and the ability to build relationships with your team and customers CONDITIONS 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. PHYSICAL REQUIREMENTS 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. COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: - Paid Time Off: Earn PTO and paid holidays to take the time you need. - Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! - Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. - Retirement Savings: Secure your future with retirement savings programs, where available. - Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges. - 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. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! DIVERSITY AND EQUALITY 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. REASONABLE ACCOMMODATION 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. ABOUT MCI (PARENT COMPANY) 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. DISCLAIMER 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. Qualifications Entry-Level

Role Description As a Software Customer Support Specialist, you will assist our software customers during scheduled software support hours. Your primary responsibility will be to work with campground and resort staff on inbound call/email/chat questions in a range of difficulty. You will become a master of the ‘ins and outs’ of the Campspot reservation software and will be expected to courteously share this expertise with campground management and staff at their request by phone, email, and remote desktop demonstration. A high level of technical ability is preferred. Camping is a service-driven industry, with many of our partnering parks conducting the majority of their business outside of traditional business hours and on weekends. To best support our partners and their guests, employees in this role work within a clearly defined shift schedule that includes coverage during evenings, weekends, and select major holidays. Given that the busiest camping season falls between Memorial Day and Labor Day, this position is best suited for individuals who are available to work consistently throughout the summer and who prefer to schedule extended time off during the off-season months. Currently, we are hiring for two shifts: - Saturday-Sunday 9a-6p and Monday-Wednesday 11a-8p EST - Saturday-Sunday 9a-6p and Wednesday-Friday 11a-8p EST Qualifications - Excellent written and verbal communication skills - Patient and courteous demeanor when working with customers - Availability to work the above-mentioned schedule - Attention and obsession with detail and accuracy - Effective and efficient problem solving - Demonstrated ability to manage multiple, simultaneous, and sometimes competing priorities - Experience in and ability to thrive in a fast-paced environment Requirements - Available to start immediately - 3 years experience in customer service or related role - Experience working in the recreation/hospitality/tourism industry - Experience working with Software as a Service (SaaS) - Proficient in Google Business Suite and Microsoft Office, specifically MS Excel Benefits - Anticipated starting base salary: $45k per year - Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates - 401(k) plan with employer match - Flexible and casual work environment: we offer flexible PTO and a remote-first workplace - Employee camping credit to encourage getting outdoors and experiencing our product!

Role Description The Customer Enablement Specialist is responsible for contributing to our training programs by delivering engaging and impactful educational experiences for new and existing customers. In this role, you will become a subject matter expert across our suite of 5 product lines, tailoring training to meet diverse client needs. This role involves conducting training sessions virtually and in-person as needed. In addition to live instruction, you will act as a modern content creator, leveraging AI tools to streamline processes, build self-serve assets, and scale our educational ecosystem. The ideal candidate is an AI-forward, fast-learning self-starter who can turn complex features into digestible, highly engaging learning paths. Responsibilities - Training Delivery & Customer Experience - Deliver live training sessions across 5 product lines for new and existing customers with consistency, ensuring learners achieve both competence and confidence as new users of our platforms. - Partner directly with clients to schedule and coordinate training engagements, acting as their primary point of contact from kickoff through completion. - Build long-term relationships with client stakeholders beyond a single session, checking in proactively to ensure continued platform adoption and surface new training needs as their use of the software matures. - Take initiative to solve problems that impede a smooth customer experience - communicate cross-functionally and take action to resolve issues without being asked. - Content Development & Innovation - Design, build, and iterate on interactive, bite-sized training collateral (such as e-learning, on-demand video, and step-by-step job aids) that cater to different learning styles. - Create and iterate on current documentation and update it as new product features are released. - Leverage AI tools and automation to streamline content development workflows, accelerate documentation updates, and scale video/multimedia asset creation. - Be creative - continue to iterate on the training process for customers through content, deliverables, or webinar offerings. - Cross-Functional Collaboration & Product Feedback - Collaborate and execute seamless customer handoffs between Sales, Support, Customer Success, internal subject matter experts, and other key stakeholders to train clients at scale. - Proactively gather "Voice of the Customer" feedback during training sessions and loop it directly back to Product and Engineering teams to influence the product roadmap. - Ensure that the rollout of new materials, internal or external, is approved by stakeholders and accurately represents our brand standards. - Project Management, Analytics & Core Skills - Identify, define, track, assess, and report metrics related to training initiatives—specifically linking educational completion to higher product adoption and user activation milestones. - Scope and manage daily projects to ensure on-time completion. - Demonstrate strong verbal and written communication skills, with an eye for detail. - Ability to work CST or MST hours. Qualifications - 2+ years in training, education, onboarding, or equivalent - 1+ years of prior B2B SaaS experience - Bachelor's or higher - Proficient in basic software tools such as Salesforce, Gong, Zoom, Google Suite, Slack, etc. - Demonstrated experience integrating generative AI tools (e.g., ChatGPT, Claude, AI video generators, or automated documentation assistants) into your professional workflow to boost productivity and content output. - Experience creating multimedia content for software applications (e.g., Loom, Articulate, Rise, Camtasia, Wistia, LMS platforms, etc.). - Strong foundational understanding of adult learning principles and instructional design best practices. - Proven ability to work in a fast-paced, team-centered environment. - Excellent communication skills - verbal, written, and interpersonal, with strong storytelling and active listening abilities. - Demonstrated problem-solving and consultative abilities, with comfort navigating ambiguous product changes. - Proficient in project management, with a highly organized habit of managing concurrent accounts. - Ability to multitask, prioritize, and collaborate cross-functionally. - Exhibit a high level of adaptability and accountability. - Multifamily experience preferred. Bonus Points if you have: - Experience in PropTech Benefits - Remote-First: We offer the freedom to work from home across most of the U.S. You’ll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together. - Competitive Compensation: We believe in hiring the best and paying accordingly. You’ll receive a competitive salary that reflects your impact and expertise. - Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family’s biggest milestones. - Your Health Matters: Stay healthy with high-quality Medical, Dental, and Vision insurance plans for you and your family. - Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance. - Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too. - Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company.