MassMarkets is hiring: Call Center Agent in Savannah

Overview

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of our clients. We are looking for call center agents in the Savannah, GA area to join our team. You will be responsible for handling inbound phone interactions with residential and business customers, managing the customer experience, and educating and up-selling customers on products and services. Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job. Both full-time and part-time options are available, with multiple 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

• 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

We provide all new employees with world-class training, so positive, driven, and confident applicants are encouraged to apply. Ideal candidates are highly motivated, energetic, and dedicated.

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ WPM)
• 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
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and the ability to build relationships with teammates and customers

Preferred (Not Required)

• One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
• State or Federal work experience

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; offers contingent on results
• Must be willing to submit to drug screening; offers contingent on results

Compensation & Benefits

Starting compensation is based on experience. We offer a comprehensive benefits package designed to be competitive and to grow with you over time.

• Paid Time Off and holidays
• Incentives and rewards through daily, weekly, and monthly contests
• Medical, dental, and vision coverage after eligibility period; MEC plans available after 30 days
• Retirement savings options where available
• Disability and life insurance options
• Supplemental insurance (accident, critical illness)
• Career growth and internal promotion opportunities
• Paid training
• Casual dress code and a team-oriented, engaging work environment

Legal and Diversity Information

All EEO and diversity statements are included as part of the company policies. MCI is an equal opportunity employer and does not discriminate on any protected characteristic. Reasonable accommodations are available to qualified applicants with disabilities as required by law. See company policies for full details.

About MCI

MCI helps customers take on CX and DX challenges with industry-leading solutions. MCI provides BPO, staff augmentation, contact center services, and IT services across multiple locations. The company emphasizes growth, innovation, and a diverse, inclusive work environment.