Call Center Agent
About the role
MCI is seeking Call Center Agents in Savannah, GA to join our rapidly growing team. The role involves handling inbound and outbound calls, supporting customer service, technical support, and customer sales interactions.
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.
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 we offer a variety of benefits and incentives to support and reward our team members. These include:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Compensation Details
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.
Diversity and Equality
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.