Blended Contact Center Agent (Inbound & Outbound)

About the role

MCI is seeking contact center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. The role involves handling inbound inquiries, making outbound calls to existing customers, and upselling new products and services.

Responsibilities

• Support customers, handle requests, provide solutions
• Thoroughly learn clients' products and services
• Maintain existing relationships with professionalism
• Utilize new systems for accurate account management
• Escalate customer dissatisfaction when necessary
• Resolve issues empathetically within the first interaction

Qualifications

• 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
• 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

Benefits

We provide all new employees with world-class training, and our 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.