MassMarkets is hiring: Call Center Agent in Midway

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for call center agents in the area to join our rapidly growing 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 constantly. 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

• 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

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• 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. 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.

Compensation & Benefits

• Paid Time Off and paid holidays
• Incentives & Rewards: daily, weekly, and monthly contests with cash bonuses and prizes
• Health Benefits: medical, dental, and vision coverage for full-time employees; MEC medical plans available for all employees
• Retirement Savings; Disability Insurance; Life Insurance; Supplemental Insurance
• Career Growth and internal promotion opportunities
• Paid Training
• Casual Dress Code

Physical Requirements: This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. May move about the office and lift up to 40 pounds as needed.

Diversity and Equality: MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. MCI does not discriminate based on age, race, gender, disability, or other protected characteristics. Reasonable accommodations may be provided to qualified applicants with disabilities as required by law.