Call Center Representative

POSITION OVERVIEW MCI is a technology-driven business services company that operates call centers and provides cloud solutions. We are looking for Call Center Representatives to support our "Get Out the Vote" initiative. In this role, you will make outbound phone calls on behalf of the Republican Party to encourage voter turnout for the presidential election. POSITION RESPONSIBILITIES Key Responsibilities: Handle inbound and outbound contacts in a courteous, timely, and professional manner Listen to customers, understand their needs, and resolve customer issues Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable Follow the client's program processes and perform all tasks in a courteous and professional manner 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 Comply with requirements surrounding confidential information and personal information Appropriately elevate customer issues to the managerial team Escalate customer issues to the appropriate staff and managerial for resolution as needed Ensure first call resolution through problem solving and effective call handling 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 QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated and should possess the below qualities: Must be 18 years of age or older High school diploma or equivalent Experience with data entry utilizing a computer The ability to read and speak English fluently Have a wired, high‑speed internet connection (Download speed of 20 Mbps+) Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words per minute) Ability to work regular 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 (Not Required) One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment Work at home experience State or Federal work experience COMPENSATION DETAILS What You Can Expect from MCI: 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. Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment. All employees have access to MEC medical plans after 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. 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. CONDITIONS OF EMPLOYMENT 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. 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. EQUAL OPPORTUNITY EMPLOYER 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. #J-18808-Ljbffr