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Customer Service Agent Job Openings (Full-Time)

MCI · United States · 1 wk ago
RemoteRemoteOTHRFull-time

About the role

MCI is seeking Customer Service Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to assist with customer service questions, and up-sell customers on new products and services. Projects span government programs and globally recognized brands. This position offers opportunities for career growth, including advancement into Supervisor, Trainer, and Operations Management roles.

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; 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 answer customer questions while following scripts, policies, and procedures
  • Comply with requirements surrounding confidential and personal information
  • Escalate customer issues to appropriate staff and management 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 team and customers

Preferred Qualifications

  • One 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

About the company

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 industries such as healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. MCI operates contact centers powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

In 2019, MCI was named Iowa's Fastest Growing Company and ranked 452nd on Inc. Magazine's list of the fastest-growing private companies in the USA. MCI has ten business process outsourcing service delivery facilities across the U.S., Canada, South Africa, and the Philippines. The company employs 10,000+ individuals and serves 150+ diverse North American client partners through brands like MCI BPO, MarketForce, GravisApps, OnBrand24, and more.

Conditions of Employment

  • Must be authorized to work in the country where the job is based
  • Willingness to submit to a Level II background and/or security investigation with fingerprinting (contingent on program and location)
  • Job offers are contingent on background and security investigation results
  • Willingness to submit to drug screening (contingent on results)

Physical Requirements

  • Operates in a professional office environment, primarily sedentary with long periods of sitting/standing while using a computer and telephone headset
  • Regularly required to operate a computer, phone, copier, and printer
  • Occasionally required to move about the office, reach in any direction, raise or lower objects, and move objects up to forty (40) pounds

Reasonable Accommodation

MCI provides reasonable accommodations for qualified applicants or employees with disabilities under the Americans with Disabilities Act (ADA), unless such accommodations would cause undue hardship. Requests for reasonable accommodation can be made to Human Resources.

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