Mass Markets is hiring: Call Center Agent in Savannah

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

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.

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.

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+ words per 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
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• 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 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

Compensation & Benefits

At MCI, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI includes: Paid Time Off, incentives and rewards, health benefits (medical, dental, vision) after eligibility, retirement savings where available, disability and life insurance options, supplemental insurance, career growth, paid training, and a casual dress code. Benefits and incentives may vary by geography.

Conditions of Employment

All MCI locations: Must be authorized to work in the country where the job is based. Job offers are contingent on background and/or security investigations and drug screening where applicable.

Equal Opportunity Employer

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate based on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or other protected characteristics. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements. Reasonable accommodations are provided as required by law.

About MCI

MCI helps customers take on CX and DX challenges with industry-leading solutions in BPO, contact center services, and IT services. The company operates multiple brands and serves a diverse client base across North America.

Seniorities & Employment Type

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

Referrals increase your chances of interviewing at Mass Markets. Sign in to set job alerts for related roles.