MassMarkets is hiring: Call Center Agent (Hiring Immediately) in Savannah

Overview

Call Center Agent (Hiring Immediately) – MassMarkets, Savannah, GA.

We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. Projects include government programs and well-known brands. Candidates should be natural problem solvers who strive to provide excellent customer service and extraordinary customer satisfaction. This is an opportunity to start your career with our growing team and benefit from industry-leading training and advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management. To be considered, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

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; coordinate with other departments to resolve issues
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Use knowledge base and training to answer customer questions while following scripts, policies, and procedures
• Comply with requirements surrounding confidential and personal information
• Escalate customer issues to appropriate staff for resolution
• Attend meetings and training to stay up-to-date on program knowledge, systems, and processes
• Adhere to attendance and work schedule requirements

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type at least 20 words per minute
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• 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
• Ability to thrive in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and the 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

Conditions of Employment

• Authorized to work in the country where the job is based
• Willing to submit to LEVEL II background and/or security investigation with fingerprint (offers contingent on results)
• Willing to submit to drug screening (offers contingent on results)

Compensation and Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members, with programs designed to grow with you over time.

Benefits

• Paid Time Off and paid holidays
• Incentives and rewards including cash bonuses and prizes
• Health benefits: medical, dental, and vision coverage after eligibility, with additional MEC plans available
• Retirement savings options
• Disability and life insurance options
• Supplemental insurance (accident and critical illness)
• Career growth and internal promotion opportunities
• Paid training
• Casual dress code and a team-oriented work environment

Disclaimers and Diversity

Disclaimers: This job description provides a general overview of the role and is not an all-inclusive list of duties. The employer reserves the right to revise the description and to terminate employment at any time for any reason. MCI and its affiliates are committed to diversity and equal opportunity in all aspects of employment and to providing reasonable accommodations as required by law.