Entry-Level Contact Center Representative (Full-Time & Part-Time)

About the role

MCI is seeking entry-level Call Center Representatives to support various customer service and sales projects for a diverse client base. Responsibilities include handling inbound and outbound calls, resolving customer issues, and promoting additional products and services.

Responsibilities

• Answer inbound and outbound calls professionally and courteously
• Resolve customer concerns efficiently, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments
• Accurately document customer interactions and process claims
• Engage in solution-based conversations to recommend the best options
• Follow scripts, policies, and procedures while using training resources to provide accurate information
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to the appropriate personnel when necessary
• Attend 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
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with excellent time management
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy, patience, and professionalism
• Able 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