.POSITION OVERVIEW:MCI 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.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.-:POSITION RESPONSIBILITIES:**Key Responsibilities**:- Handle inbound and outbound contacts in a courteous, timely, and professional manner- Ensure first call resolution through problems 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 managerial for resolution as needed- Attend meetings and training 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 requirementsSTANDARD QUALIFICATIONS:**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?****Qualifications**- Excellent organizational, written, and oral communication skills- The ability to type swiftly and accurately (20+ words a minute)- Basic understanding of Windows operating system- Highly reliable with the ability to maintain regular attendance and punctuality- An aptitude for conflict resolution, problem-solving, and negotiation- 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 customCONDITIONS:**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