Call Center Client Account Manager I

About the role

This role is part of MCI’s team of Enterprise Account Managers who support complex business process outsourcing accounts. The role involves managing client relationships and service delivery, with a focus on enterprise and public sector clients.

Responsibilities

• Develop a detailed understanding of client products and services
• Process design and implementation
• Client scorecards and business reviews
• Ongoing continuous improvement
• Issue identification and resolution
• Project management of new launches and initiatives
• Program efficiency and financial performance
• WONDER Issue identification and resolution

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Able to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The 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

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 preferred

Skills

• Public speaking skills
• Building strong professional relationships
• High degree of ownership
• Strong work ethic

Benefits

MCI offers a variety of benefits and incentives to support and reward our team members, including health benefits, retirement savings programs, and paid training. MCI also provides a supportive work environment with a focus on internal promotions and career growth opportunities.

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

This is a full-time position and requires the employee to report to the office and travel up to 20% of their time.