Call Center Agent Job at MassMarkets in Hinesville

Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet client needs. We are hiring call center agents to handle inbound phone interactions with residential and business customers, manage the customer experience, and educate and up-sell products and services.

Both full-time and part-time options are available, with multiple shifts and scheduling options. Candidates should be reliable with excellent communication skills and a willingness to learn on the job. To be considered, please 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 and 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 customer questions while following scripts, policies, and procedures.
• Protect confidential and personal information in accordance with requirements.
• Escalate customer issues to the appropriate staff and managers for resolution as needed.
• Attend meetings and training to stay up-to-date on program, system, and process changes.
• 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 swiftly and accurately (20+ WPM)
• 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 ability to build relationships with team and customers

Preferred

• 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
• Willing to submit up to a LEVEL II background and/or security investigation with fingerprint; offers contingent on results
• Willing to submit to drug screening; offers contingent on results

Compensation & Benefits

Starting compensation depends on experience. We offer a range of benefits and incentives designed to support and reward team members, with details varying by geography.

• Paid Time Off and holidays
• Incentives, rewards, and contests with cash bonuses and prizes
• Health benefits for full-time employees after eligibility periods; MEC medical plans available for others
• Retirement savings programs, disability insurance, life insurance
• Casual dress code and a team-oriented work environment
• Paid training and opportunities for career growth

Physical & Equal Opportunity

This job operates in a professional office environment and may require prolonged sitting and computer use. Reasonable accommodations are available under the ADA. MCI is an equal opportunity employer, committed to diversity and inclusion. All employment decisions are based on merit and qualifications, without discrimination.

About MCI MCI provides CX and DX solutions including BPO, contact center services, IT services, and related staffing. We operate multiple locations and serve a diverse client base.

Note: This job description is a general overview and not an all-inclusive list of duties. The employer may revise this description at any time.