Call Center Agent Job Openings (Full-Time)
About The Position
MCI is seeking Call Center Agents to support inbound and outbound customer service and sales projects for a variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers for customer service questions, and up-sell customers on new products and services. Project openings are available for government programs and well-known brands. Ideal candidates are natural problem solvers dedicated to providing excellent customer service and satisfaction. This is an excellent opportunity to start a career with a growing team, offering industry-leading training and advancement opportunities to Supervisor, Trainer, and Operations Management roles. A full application on the company careers page, including screening questions and a pre-employment test, is required for consideration.
Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Must be authorized to work in the country where the job is based.
- Subject to the program and location of the position
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Nice To Haves
- One (1) 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 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 managerial for resolution as needed
- Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
- Adhere to all attendance and work schedule requirements
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
