Call Center Agent (Evenings)

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We’re seeking enthusiastic and dependable Call Center Agents to support a variety of inbound and outbound customer service and sales projects for our diverse client base. In this role, you’ll work evening shifts assisting customers with inquiries, making outbound calls to existing clients, resolving service-related issues, and promoting new products and services.

If you’re a strong communicator, eager to learn, and committed to reliability, this is a fantastic opportunity to launch your career with us. Our industry-leading training program and clear advancement paths such as Supervisor, Trainer and Operations Management ensure your growth and success.

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.

Responsibilities

WHAT 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.  

• Handle inbound and outbound calls professionally and efficiently
• Resolve customer issues on the first call through effective problem-solving
• Research and retrieve information across systems to support customer needs
• Accurately document and process claims and inquiries
• Guide customers through options to find the best solutions
• Follow scripts, policies, and procedures while using your training and resources
• Maintain confidentiality and handle personal information with care
• Escalate complex issues to the appropriate team members
• Stay current by attending training sessions and reviewing updates
• Adhere to attendance and scheduling expectations

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

Qualifications

• 18 years of age or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Typing speed of at least 20 WPM
• Basic proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Dependable with excellent attendance and punctuality
• Skilled in troubleshooting and resolving customer concerns
• Customer-focused, empathetic, and patient
• Able to multitask, stay organized, and work independently
• Team-oriented with a passion for helping others
• Comfortable in a fast-paced, dynamic environment