Inbound Customer Service Agent

POSITION 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. benthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a bbest-in-class customer experience. You’ll interact with hundreds of customers each week, so we’re seeking bconfident, motivated individuals who bring benergy, positivity, and a team-first mindset to every shift. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. POSITION RESPONSIBILITIES Key Responsibilities: bHandle inbound and outbound customer interactions bin a courteous and professional manner bDeliver first-call resolution via problem solving and effective call handling Research systems and coordinate with other departments to resolve issues when needed bAccurately document and process customer claims in company systems bFollow all required scripts, policies, and procedures while ensuring customer satisfaction bUtilize training and knowledge base resources to answer questions accurately bEscalate unresolved or complex issues to the appropriate teams as necessary bProtect customer confidentiality and handle sensitive information responsibly Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes bConsistently meet attendance and work schedule requirements CANDIDATE QUALIFICATIONS bWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?b 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 bMust be 18+ years old with a high school diploma or equivalent bExcellent written and verbal communication skills bAbility to type 20+ words per minute accurately bBasic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) bFamiliarity with the Windows operating system bReliable and punctual with strong organizational skills bStrong ability to troubleshoot, resolve conflicts, and problem solve bCustomer service oriented: empathetic, patient, responsive, and conscientious bAbility to multi-task, self-manage, and stay focused in a fast-paced environment bStrong team orientation with excellent interpersonal skills bPreferred (Not Required)b 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment Prior state or federal work experience COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: bPaid Time Off: Earn PTO and paid holidays to take the time you need. bIncentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! bHealth Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. bRetirement Savings: Secure your future with retirement savings programs, where available. bDisability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges. bLife Insurance: Access life insurance options to safeguard your loved ones. bSupplemental Insurance: Accident and critical illness insurance bCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. bPaid Training: Learn new skills while earning a paycheck. bFun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. bCasual Dress Code: Be comfortable while you work. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! 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, anddiscipline. 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. ................ The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. #J-18808-Ljbffr