Overview
MCI is a technology-enabled business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud solutions. Our contact centers include on-site and remote agents, serving multiple industries with a focus on improving customer journeys and reducing costs. We are looking for call center agents to join our rapidly growing team. You will handle inbound phone interactions with residential and business customers, manage the customer experience, and educate and up-sell products and services.
Candidates should be reliable with excellent communication skills and a willingness to learn on the job. Both full-time and part-time options are available with multiple shifts and scheduling options. To be considered, complete a full application on our careers page, including screening questions and a brief pre-employment test.
Responsibilities
What does someone in this role actually do?
You will handle inbound and outbound calls to support customer service, technical support, and customer sales interactions. You will engage with hundreds of customers weekly to resolve issues, sell products and services, and ensure a best-in-class customer experience. You should be a confident, engaged team player who brings a positive outlook to work each day.
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 locate missing information; coordinate with other departments to resolve issues as 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 answer questions while following scripts, policies, and procedures.
- Comply with requirements surrounding confidential and personal information.
- Escalate customer issues to appropriate staff and managers when needed.
- Attend meetings and training; stay up-to-date on program, systems, and process changes.
- Adhere to attendance and schedule requirements.
Qualifications
Ideal fit
New employees receive world-class training. We seek positive, driven, and confident applicants who can build relationships and turn training into customer wins. Candidates should be highly motivated, energetic, and dedicated.
Required
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Typing speed of 20+ WPM
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows
- Reliable with 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
- Thrives in a fast-paced environment with change and ambiguity
- Excellent interpersonal skills and ability to build relationships with team 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
Compensation & Benefits
What you can expect
Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward team members, with programs that may vary by geography.
What we offer
- Paid Time Off and paid holidays
- Incentives and rewards including cash bonuses and prizes
- Health benefits for full-time employees after 60 days; MEC medical plans after 30 days (varies by location)
- Retirement savings programs, where available
- Disability and life insurance options
- Supplemental insurance options (accident and critical illness)
- Career growth with emphasis on internal promotions
- Paid training
- Casual dress code and a collaborative work environment
Note – Benefits vary by geography. MCI is committed to rewarding effort, providing growth opportunities, and valuing every employee.
Other Details
Physical and employment conditions
This role is office-based and largely sedentary, requiring extended computer and phone usage. Occasional movement within an office environment is expected. May lift up to 40 pounds as needed.
Conditions of employment
- Must be authorized to work in the country where the job is based
- Willing to undergo Level II background and/or security investigation with fingerprint; offers contingent on results
- Willing to submit to drug screening; offers contingent on results
Reasonable accommodation
We comply with the Americans with Disabilities Act (ADA). If reasonable accommodations are needed, contact Human Resources.
Equal Opportunity Employer
MCI is an equal opportunity employer. All employment is based on merit and qualifications. We prohibit discrimination and harassment and are committed to a diverse and inclusive workplace. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.
About MCI
MCI helps customers tackle CX and DX challenges with industry-leading solutions across BPO, contact center services, IT services, and more. MCI operates diverse brands and serves 10,000+ employees and 150+ client partners. This description is intended to convey information essential to understanding the scope of the job and does not constitute a contract of employment.
The employer reserves the right to revise this job description. This job description is not an employment contract, and either party may terminate employment at any time for any reason.