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. Applicants must complete a full application on our careers page, including screening questions and a pre-employment test.

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 candidate is highly motivated and dedicated.

Benefits

MCI offers a competitive compensation and benefits package, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Disability Insurance
• Life Insurance
• Career Growth Opportunities
• Training Programs
• A Casual Dress Code

Pay

Starting compensation is based on experience and is competitive within the industry.

Schedule

The schedule for this role is flexible and typically includes a mix of day and evening shifts, as well as weekends.