Contact Center Representative II (Experienced)

About the role

MCI is seeking skilled and dependable Contact Center Representatives (Level II) to support various customer service and sales initiatives. This is a full-time, on-site position with paid training and potential for career advancement.

Responsibilities

• Handle inbound and outbound calls to support customer service, technical support, and sales interactions.
• Resolve customer issues effectively, aiming for first call resolution.
• Research internal systems to retrieve missing information and collaborate with other departments as needed.
• Accurately document customer interactions and process claims.
• Conduct needs-based conversations to identify the best solutions for customers.
• Use training resources and knowledge bases to provide accurate information while following scripts and procedures.
• Maintain confidentiality and handle sensitive information appropriately.
• Escalate complex issues to the appropriate personnel when necessary.
• Participate in training sessions and team meetings to stay current on updates and best practices.
• Adhere to attendance and scheduling requirements.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• Strong written, verbal, and organizational communication skills.
• Typing speed of at least 20 words per minute.
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with Windows operating systems.
• Highly reliable with excellent time management and punctuality.
• Strong problem-solving, troubleshooting, and follow-up skills.
• Conflict resolution and negotiation abilities.
• Customer-focused with empathy, patience, and professionalism.
• Ability to multitask, self-manage, and stay focused.
• Team-oriented with a collaborative mindset.
• Comfortable working in a fast-paced, dynamic environment.
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• 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.

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Physical Requirements

• This job operates in a professional office environment.
• The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
• The employee may occasionally be required to move about the office to accomplish tasks; 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), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

MCI and its subsidiaries embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.