Call Center Agent

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance. Join our growing team as a Call Center Agent , where you will handle inbound and outbound calls, assist residential and busines customers with their service needs, resolve concerns and recommend products and services that met their needs. This role is ideal for someone with strong communication skills, a reliable work ethic and a wilingness to learn. You will interact with a variety of customers, deliver excellent service and contribut to sales goals while maintaining a positive customer experience. Both full-time and part-time positions are available, with a variety of shifts and scheduling options. 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 RESPONSIBILITIES

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 stay up-to-date on changes to the program, 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 and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Must be 18 years of age or older High school diploma or equivalent Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words a minute) Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Basic understanding of the Windows operating system 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

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. (Does not apply in Canada)

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.

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.

DIVERSITY AND EQUALITY

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.

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance. Join our growing team as a Call Center Agent , where you will handle inbound and outbound calls, assist residential and busines customers with their service needs, resolve concerns and recommend products and services that met their needs. This role is ideal for someone with strong communication skills, a reliable work ethic and a wilingness to learn. You will interact with a variety of customers, deliver excellent service and contribut to sales goals while maintaining a positive customer experience. Both full-time and part-time positions are available, with a variety of shifts and scheduling options. 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 RESPONSIBILITIES

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 stay up-to-date on changes to the program, 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 and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Must be 18 years of age or older High school diploma or equivalent Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words a minute) Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Basic understanding of the Windows operating system Highly reliable with the ability to maintain regular attendance and punctuality The ability to evaluate, troubleshoot, and follow up on customer issuesAn 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

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. (Does not apply in Canada)

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.

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.

DIVERSITY AND EQUALITY

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. #J-18808-Ljbffr MCI