Contact Center Representative
About the role
MCI is seeking a professional and customer-focused Contact Center Representative to join our dynamic team. This role involves handling inbound and outbound calls, assisting customers with inquiries, and ensuring a positive customer experience. The ideal candidate should enjoy problem-solving and thrive in a fast-paced environment.
Responsibilities
- Answer incoming calls and respond to customer inquiries in a courteous and efficient manner.
- Provide accurate information about products, services, and company policies.
- Resolve customer issues and escalate complex cases to supervisors when necessary.
- Document all customer interactions in the CRM system.
- Meet or exceed performance metrics including call quality, handle time, and customer satisfaction.
- Follow communication scripts and adhere to company procedures and compliance standards.
- Participate in ongoing training and coaching sessions to improve service delivery.
Requirements
- Must be 18 years or older.
- High school diploma or equivalent.
- At least 1 year of experience in a contact center or customer service role.
- Excellent verbal and written communication skills.
- Strong problem-solving and multitasking abilities.
- Proficiency in using computers and CRM systems.
- Fluency in English and Spanish is a plus.
Qualifications
- All positive, and driven applicants are encouraged to apply.
- The Ideal candidates for this position are highly motivated and dedicated.
Skills
- Fluent in English and Spanish is a plus.
Benefits
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Pay
Compensation and benefits packages are competitive and designed to grow with you over time.
Schedule
This role operates in a professional office environment. Employees will primarily sit and stand for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.