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 position offers opportunities for career growth, including advancement into 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 industries such as healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers leverage advanced technologies and both on-site and remote agents 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 as 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 and personal information.
• Escalate customer issues to appropriate staff and management for resolution.
• 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 the 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 members 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.

About MCI

MCI is a tech-enabled business services company specializing in Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions. Recognized as Iowa’s Fastest Growing Company in 2019 by Inc. Magazine, MCI serves industries including healthcare, retail, government, education, telecom, technology e-commerce, and financial services.

MCI operates ten business process outsourcing service delivery facilities across the U.S., Canada, South Africa, and the Philippines. The company employs 10,000+ professionals and partners with 150+ diverse North American clients through brands such as MCI BPO, MarketForce, GravisApps, OnBrand24, and MCI Federal Services.

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 (contingent on program and location).
• Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening; job offers are 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, reach in any direction, raise or lower objects, and move objects weighing up to forty (40) pounds.

Reasonable Accommodation

MCI provides reasonable accommodations for qualified applicants or employees with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable laws. Accommodations are evaluated on a case-by-case basis to avoid undue hardship. Employees or applicants needing accommodations should contact Human Resources.