4X10 Call Center Agent (4-Days, 40hrs./wk)

MCI Careers•Savannah, GA

2d•$13 - $16•Onsite

About The Position

MCI is hiring Call Center Agents to support inbound and outbound customer service and sales projects for a variety of clients. Agents handle incoming inquiries, contact existing customers to address service questions, and offer additional products and services. Projects may support government programs or well-known brands. The role calls for problem solvers focused on excellent customer service and customer satisfaction. MCI provides industry-leading training and advancement opportunities, including paths to Supervisor, Trainer, and Operations Management. Applicants must complete a full application, screening questions, and a brief pre-employment test. The position operates in a professional office environment. Employees are largely sedentary and use a computer and telephone headset for extended periods, while also operating office equipment. Occasional movement around the office and physical tasks may be required. Employment is contingent on applicable background or security investigation and drug-screening results.

Requirements

Must be at least 18 years old.
High school diploma or equivalent.
Excellent organizational, written, and oral communication skills.
Ability to type at least 20 words per minute accurately.
Basic knowledge of Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
Basic understanding of the Windows operating system.
Reliability and 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 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.

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 in a courteous, timely, and professional manner.
Work toward 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 the knowledge base 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 or managers for resolution as needed.
Attend meetings and training and review new training materials to stay current on program knowledge, systems, and processes.
Adhere to attendance and work-schedule requirements.
Make outbound calls to existing customers to assist with service questions and upsell products and services.