Call Center Agent Job Openings (Full-Time)

About the role

MCI is seeking Call Center Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to assist with customer service questions, and up-sell customers on new products and services. Projects span government programs and globally recognized brands. This is an opportunity to start your career with a growing team, leveraging industry-leading training and advancement opportunities, including paths to Supervisor, Trainer, and Operations Management roles.

MCI delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

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; 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 management for resolution as needed
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the 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 oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• 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

Preferred Qualifications

• 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

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a LEVEL II background and/or security investigation with fingerprinting (job offers contingent on results)
• Must be willing to submit to drug screening (job offers contingent on results)

Physical Requirements

This role operates in a professional office environment, primarily sedentary with long periods of sitting/standing while using a computer and telephone headset. The employee will regularly operate office equipment such as a computer, phone, copier, and printer. Occasional movement around the office may be required to accomplish tasks, including reaching, lifting, or moving objects up to forty (40) pounds.