Call Center Representative Job Openings (Part-Time)
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 healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs, powered by both on-site and remote agents.
About the role
We are looking for a Call Center Representative to support inbound and outbound customer service and sales projects for a wide variety of clients, including government programs and globally recognized brands. 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. This position offers opportunities for advancement into 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 and 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 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 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 your 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
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 job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and required to sit/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. The employee may occasionally move about the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. Requests for reasonable accommodation apply to all aspects of employment. If needed, contact Human Resources.