Call Center Representative Job Openings (Part-Time)

MCI · Savannah, GA · 3 wk ago

OTHRPart-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 upsell 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.

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 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 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 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

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.

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 has ten business process outsourcing service delivery facilities across Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. The company employs over 10,000 individuals and 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 (job offers contingent on results)
Must be willing to submit to drug screening (job offers contingent on results; does not apply in Canada)

Physical requirements

This role operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary, required to sit or stand for long periods while using a computer and telephone headset. The employee will regularly operate office equipment, including a phone, copier, and printer. Occasional movement around the office may be required to accomplish tasks, including reaching, lifting, or moving objects 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. Employees needing accommodations should contact Human Resources.