POSITION OVERVIEWMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
We are looking for call center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.
This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. Prior contact center experience is not required; candidates experienced in customer service industries, such as servers, bartenders, and retail associates, are encouraged 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 RESPONSIBILITIESWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.
In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.
Key Responsibilities: Handle inbound and outbound contacts in a courteous, timely, and professional manner.Ensure first-call resolution through problem-solving and effective call handling.Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.Accurately document and process customer claims in appropriate systems.Lead fact-finding discussions to determine the best options for the customer.Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.Comply with requirements surrounding confidential information and personal information.Escalate customer issues to the appropriate staff and managers for resolution as needed.Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and processes.Adhere to all attendance and work schedule requirements.CANDIDATE QUALIFICATIONSWONDER 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:
Qualifications Must be 18 years of age or olderHigh school diploma or equivalentExcellent organizational, written, and oral communication skillsThe 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 systemHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem-solving, and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experiencePHYSICAL REQUIREMENTSThis 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.
CONDITIONS OF EMPLOYMENTMust 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.REASONABLE ACCOMMODATIONIt 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.
EQUAL OPPORTUNITY EMPLOYERAt 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. 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.
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