Entry-Level Contact Center Representative (Part-Time)

Job Description

Job Description

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.

We’re hiring entry-level Contact Center Representatives to support a variety of inbound and outbound customer service and sales projects for a diverse client base. In this role, you’ll handle customer inquiries, resolve issues, and identify opportunities to promote additional products and services.

We’re looking for individuals with a friendly, upbeat attitude, a strong work ethic, and a passion for delivering excellent customer experiences. If you’ve worked in customer-facing roles like retail, hospitality, or food service, we’d love to hear from you!

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.  

Key Responsibilities:

• Answer inbound and outbound calls in a professional and courteous manner
• Resolve customer concerns efficiently, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document customer interactions and process claims
• Engage in solution-based conversations to recommend the best options
• Follow scripts, policies, and procedures while using training resources to provide accurate information
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to the appropriate personnel when necessary
• Attend training sessions and team meetings to stay current on updates and best practices
• Adhere to attendance and scheduling requirements

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 or older
• High school diploma or equivalent
• Strong written, verbal, and organizational communication skills
• Ability to type at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with excellent time management
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy, patience, and professionalism
• Able to multitask, self-manage, and stay focused
• Team-oriented with a collaborative mindset
• Comfortable working in a fast-paced, dynamic environment
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues