Call Center Agent (Evenings)

About the role

MCI is seeking enthusiastic and dependable Call Center Agents to support a variety of inbound and outbound customer service and sales projects for our diverse client base. The role involves handling inbound and outbound calls, assisting customers with inquiries, making outbound calls to existing clients, resolving service-related issues, and promoting new products and services.

Responsibilities

• Handle inbound and outbound calls professionally and efficiently
• Resolve customer issues on the first call through effective problem-solving
• Research and retrieve information across systems to support customer needs
• Accurately document and process claims and inquiries
• Guide customers through options to find the best solutions
• Follow scripts, policies, and procedures while using your training and resources
• Maintain confidentiality and handle personal information with care
• Escalate complex issues to the appropriate team members
• Stay current by attending training sessions and reviewing updates
• Adhere to attendance and scheduling expectations

Qualifications

• 18 years of age or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Typing speed of at least 20 WPM
• Basic proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Dependable with excellent attendance and punctuality
• Skilled in troubleshooting and resolving customer concerns
• Customer-focused, empathetic, and patient
• Able to multitask, stay organized, and work independently
• Team-oriented with a passion for helping others
• Comfortable in a fast-paced, dynamic environment

Conditions of Employment

• 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

Compensation Details

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

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.