Call Center Agent

  • DMI
  • Cincinnati, OH

Full Time

  • No Travel Required

Job Description

About DMI

DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,000+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. DMInc.com | Careers | Twitter | LinkedIn | Facebook

About the Opportunity

DMI (Digital Management, LLC.) is looking for a Call Center Agent to join our staff. We are looking for a highly organized and efficient person to provide customer support for our managed services operation. The successful candidate will answer phone calls, provide troubleshooting support using chat functionality, and resolve tickets and orders. When necessary, the Call Center Agent will cross-train and participate in other responsibilities of the Contact Center team. This position has endless opportunity for growth as our team continues to expand!

What You'll Get to Do & How You'll Make an Impact:

  • Deliver exceptional customer service and technical support for our client's mobile devices.
  • Create tickets for MACD requests (moves, adds, changes, and disconnects).
  • Assist with activation of mobile phones and configuring the device for first time use.
  • Assist users with placing mobile device orders in their online portal.
  • Answer inbound phone calls and r espond to voicemails.
  • Answer inbound chats.
  • Maintain satisfactory quality assurance scores.
  • Assist other teams with overflow work as needed.

Who You Are:

  • Customer Service Pro - You have an innate ability to understand customer needs and possess strong written and verbal communication skills to ensure a positive experience for our clients
  • Problem Solver - You love a challenge and excel in helping customers through a difficult solution process.
  • Continuous Learner - You are constantly building your own knowledge, skills, and abilities, and are eager to grow within our organizaiton.
  • Adaptable - You understand things change, go with the flow and pivot based on business and customer needs.
  • Team Player - You are always looking for ways to partner with others and leverage the teams' collective strengths to help build the best possible solutions for our customers.


Qualifications

Education and Years of Experience:

  • High school diploma or the equivalent.
  • 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint preferred, but not required.
  • 1-2 years of customer service experience, preferably in a call center environment preferred, but not required


Required Skills/Certifications:

  • Regular and reliable attendance.
  • Ability to work overtime to complete projects.
  • Strong attention to detail and organizational skills.
  • Multitasking skills and ability to keep up in a fast-paced work environment.
  • The ability to utilize critical thinking to complete tasks.


Desired Skills/Certifications:

  • Ability to work independently without relying on significant management oversight.
  • Proficiency to use Microsoft Office products.
  • Experience working for a mobile carrier or equivalent.
  • Proficiency in typing, expected minimum of 40 words per minute.


Additional Requirement(s):

  • Ability to secure public trust security clearance if needed.


Location: Mason, OH

Hours: Variety of shifts available!
  • First Shift
  • Second Shift
  • Third Shift
  • Weekends/Holidays

Compensation: $18 / hour

Benefits:

  • Unlimited PTO
  • 401k With Company Match
  • Health Insurance
  • Vision Insurance
  • Dental Insurance
  • Pet Insurance
  • Tuition Reimbursement
  • Student Loan Reimbursement
  • AND MORE!


Working at DMI:

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
  • Community - Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
  • Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
  • Development - Annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
  • Financial - Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
  • Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
  • Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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