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 upsell customers on new products and services. Opportunities span government programs and globally recognized brands. This position offers a career-starting opportunity with industry-leading training and advancement paths, including roles such as Supervisor, Trainer, and Operations Management.

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 and personal information.
• Escalate customer issues to appropriate staff and management for resolution 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 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 multitask, 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 rapidly growing tech-enabled business services company delivering 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 both on-site and remote agents, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

MCI helps customers address CX and DX challenges by creating industry-leading solutions that deliver exceptional experiences and optimal performance. The company provides business process outsourcing, staff augmentation, contact center services, and IT services, including hosting, software, and specialized staffing.

In 2019, MCI was named Iowa's Fastest Growing Company by Inc. Magazine and ranked 452nd among the fastest-growing private companies in the USA. MCI operates ten business process outsourcing service delivery facilities across the U.S., Canada, South Africa, and the Philippines. The company employs over 10,000 individuals and serves 150+ diverse North American client partners 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 and 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 largely be sedentary, required to sit or stand for long periods while using a computer and telephone headset. The employee will regularly operate office equipment such as a computer, phone, copier, and printer. Occasionally, the employee may need to move about the office, reach in any direction, raise or lower objects, move objects (up to 40 pounds), hold onto objects, and exert force.