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Mass Markets Call Center Contact Tracing Representative (Full-Time) in Iowa City, Iowa


Experienced Call Center Representative for State Contact Tracing Representative (COVID-19) Openings

We are looking for experienced medical or customer service call center representatives for public sector support roles. In these role, you will handle inbound and outbound calls to conduct interviews with members of the public that have tested positive for COVID-19 in order to gather infomation critical to managing the spread of the virus. This is a full-time, benefits-eligible position and offers a competitive base pay commensurate with experience.

Candidates for this role should be execellent communcators, highly logical , be highly reliable, and possess a strong work ethic.

This is anexperienced representative roleand a minimum of 1-year of experience in the medical field or in contact center customer service, technical support, inside sales, back-office, chat, or administrative support.

This is an local, on-site position and requires employees to report to work at our Jacksonville, Contact Center.



This position supports customer service oriented interactions that requires you to interact with hundreds of people each week answering incoming calls from citizens related to Covide-19, including the general public and making outgoing calls to people identified to have had contact with an individual that tested positive for COVID-19. responding to inquires and making outbound phone calls related to COVID-19. Representative in this role will conduct highly confidential phone interviews, gather data, and work in multiple systems to help contain the spread of COVID-19 in accordance with performance standards, policy, procedures, and protocol.

Essential Duties

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner

  • Transfer/refer citizens to appropriate entities according to the established guidelines.

  • Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.

  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable

  • Follow processes of the client program and perform all tasks in a courteous and professional manner

  • Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur

  • Investigate and resolve complex and escalated issues resulting from multiple channels.

  • Complete research of beneficiary contact history and report findings to management.

  • Listen to contacts, understand their needs, and resolveissues

  • 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 and maintain updated knowledge of the program including its policies and procedures.

  • Comply with requirements surrounding confidential information and personal information

  • Appropriately escalate customer issues with the managerial team

  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.

  • Ensure first call resolution through problems solving and effective call handling

  • Attend meetings and trainings 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

  • Perform other duties as assigned by management.



MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply.


  • Must be 18 years of age or older

  • High school diploma or equivalent

  • The ability to read and speak English fluently

  • The ability to handle complex customer service inquiries via telephone and e-mail and utilize knowledge and judgment to resolve issues.

  • A minimum of 1-year in customer service, medical, or state, local, or federal government.

  • Strong data entry and telephone skills

  • Excellent organizational, written, and oral communication skills

  • The 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

  • 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 are prevalent

  • Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred Qualifications

  • Experience in working in a medical field

  • Experience with data entry and computer systems


  • Military, local, state, or federal government experience is a plus

  • Bilingual Spanish, Chinese, Tagalog, Vietnamese, Arabic, French, Korean, Russian, or German is a plus

  • Experience working in customer service, technical support, inside sales, back-office, collection, chat, or administrative support in acontact center environmentis a plus.



We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.


  • Medical, Dental, and Vision Coverage Options

  • Paid Time-Off

  • Regular Raises

  • Work-at-Home Opportunities

  • Advancement Opportunity

  • Fun, Engaging Work Environment

  • Casual Dress Code

  • Cash and Prize Contests



We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.



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 whle 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.


  • Must be authorized to work in their country of residence (The United States or Canada)

  • 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.


As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, work-at-home option for eligible positions and programs, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Most local positions offer work-at-home after training on-site; however, there are specific programs that are on-site only due to security requirements.


To help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training. In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.

For more information on MCI’s response to COVID-19 please visit.


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


At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.


Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work at home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for front office, back office, Digital, inbound and outbound contact center support.


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 is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.

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 a 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 2,500+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.


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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.



Updated Date10/5/2020

DepartmentGeneral Call Center Representative Positions (Inbound & Outbound)

ScheduleDay, Evening & Weekend Shifts | Scheduled between 8 AM - 8 PM EST | M-F, S, S

Wage DescriptionBase Wage $10.50 - $13.61/hr. Commensurate | Incentives & Benefits*


EducationHigh School Diploma/GED

Min. Years Experience1