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.

Qualifications

• 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.

Benefits

MCI offers a variety of benefits and incentives to support and reward our team members, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Career Growth Opportunities

Schedule

This is a full-time position with flexible scheduling to accommodate the needs of the contact center and the individual.

Pay

Starting compensation is based on experience and is competitive within the industry. Details will be provided upon application.