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Jobs · OTHR · New Mexico

Call Center Representative Job Openings (Full-Time)

MCI · Las Cruces, NM · 3 wk ago
OTHRFull-time

About the role

MCI is seeking a Call Center Representative 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 include government programs and globally recognized brands. This position offers opportunities for career growth, including advancement into Supervisor, Trainer, and Operations Management roles.

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 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 (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 the company

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 industries such as healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. MCI operates contact centers powered by both on-site and remote agents, leveraging 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 and ranked 452nd on Inc. Magazine's list of Fastest Growing Privately Held Companies in the USA.

MCI employs over 10,000 individuals across ten service delivery facilities in the U.S., Canada, South Africa, and the Philippines. The company serves 150+ diverse North American client partners through brands like 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 drug screening results

Physical Requirements

This role operates in a professional office environment. The employee will be largely sedentary, required to sit or stand for long periods while using a computer and telephone headset. Regular operation of office equipment such as computers, phones, copiers, and printers is required. The employee may occasionally move about the office, 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 considered on a case-by-case basis unless they cause undue hardship. Employees needing accommodations should contact Human Resources.

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