Call Center Agent

OneMCI•Midway, GA

12d•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 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.

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 the 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 are 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.
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 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.

Benefits

Paid Training
Paid Time Off
Medical
Dental
Vision
Life Insurance
Retirement
Advancement Opportunity
Flexible Schedules
Daily Contests
Prizes
Casual Dress Code
Regular Raises
Earn PTO and paid holidays to take the time you need.
Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Secure your future with retirement savings programs, where available.
Short-term disability coverage is available to help protect you during unexpected challenges.
Access life insurance options to safeguard your loved ones.
Accident and critical illness insurance
With a focus on internal promotions, employees enjoy significant advancement opportunities.
Learn new skills while earning a paycheck.
Enjoy a team-oriented culture that fosters collaboration and engagement.
Be comfortable while you work.