Call Center Agent Job Openings (Full-Time)

MCI · Savannah, GA · 1 wk ago

OTHRFull-time

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering 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 leverage both on-site and remote agents with advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We foster an environment where professionals can build meaningful careers, access continuous learning, and contribute to a globally expanding, industry-leading organization.

About the role

As a Call Center Agent, you will support inbound and outbound customer service and sales projects for a variety of clients, including government programs and recognizable global brands. You will handle inbound inquiries, make outbound calls to assist with customer service questions, and upsell customers on new products and services. This role offers opportunities for advancement into Supervisor, Trainer, and Operations Management positions.

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
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 scripts, policies, and procedures
Comply with requirements surrounding confidential and personal information
Escalate customer issues to appropriate staff and management as needed
Attend meetings and training to stay up-to-date on 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 per 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 team and customers

Preferred Qualifications

One 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. While performing the duties of this job, the employee will:

Be largely sedentary, sitting/standing for long periods while using a computer and telephone headset
Regularly operate a computer and other office equipment, including a phone, copier, and printer
Occasionally move about the office to accomplish tasks, reaching 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

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations for qualified applicants or employees with disabilities unless such accommodations would cause undue hardship. Requests for reasonable accommodation can be made to Human Resources.