Call Center Agent

MCI Careers•Savannah, GA

13d•$13 - $16•Onsite

About The Position

MCI is hiring Call Center Agents to handle inbound and outbound calls, assist residential and business customers with service needs, resolve concerns, and recommend products and services that fit their needs. The role calls for strong communication skills, reliability, and willingness to learn. Agents interact with a variety of customers, deliver service, and contribute to sales goals while maintaining a positive customer experience. Both full-time and part-time positions are available, with a variety of shifts and scheduling options. Applicants must complete a full application on the company careers page, including screening questions and a brief pre-employment test. The job operates in a professional office environment. Employees are largely sedentary and sit or stand for long periods while using a computer and telephone headset. Regular duties involve operating a computer and office equipment; occasional movement around the office and handling or exerting force on objects up to 40 pounds may be required. MCI states that it provides reasonable accommodations to qualified applicants and employees with disabilities, subject to undue hardship.

Requirements

Must be at least 18 years old.
High school diploma or equivalent.
Excellent organizational, written, and oral communication skills.
Ability to type accurately at 20 or more words per minute.
Basic knowledge of Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
Basic understanding of the Windows operating system.
Reliability, regular attendance, and punctuality.
Ability to evaluate, troubleshoot, and follow up on customer issues.
Aptitude for conflict resolution, problem-solving, and negotiation.
Customer-service orientation, including empathy, responsiveness, patience, and conscientiousness.
Ability to multitask, 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 teammates and customers.
Must be authorized to work in the country where the job is based.
Must be willing to undergo a Level II background and/or security investigation, including fingerprinting, where applicable; job offers are contingent on results.
Must be willing to submit to drug screening where applicable; job offers are contingent on results.
Must complete the company application, screening questions, and brief pre-employment test.

Nice To Haves

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.

Responsibilities

Handle inbound and outbound contacts courteously, promptly, and professionally.
Seek first-call resolution through problem-solving and effective call handling.
Research systems for 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 customers.
Use knowledge-base resources and training to answer customer questions accurately while following required scripts, policies, and procedures.
Comply with requirements for handling confidential and personal information.
Escalate customer issues to appropriate staff and managers for resolution as needed.
Attend meetings and training and stay current on program, system, and process changes.
Adhere to attendance and work-schedule requirements.
Assist residential and business customers with service needs, resolve concerns, and recommend appropriate products and services while contributing to sales goals.