Inbound Customer Service Agent

About the role

MCI is seeking a Customer Support Agent to join our team. This role involves engaging with customers nationwide, providing support, resolving technical issues, and promoting products and services while delivering a best-in-class customer experience.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous and professional manner
• Deliver first-call resolution through problem solving and effective call handling
• Research systems and coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in company systems
• Follow all required scripts, policies, and procedures while ensuring customer satisfaction
• Utilize training and knowledge base resources to answer questions accurately
• Escalate unresolved or complex issues to the appropriate teams as necessary
• Protect customer confidentiality and handle sensitive information responsibly
• Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
• Consistently meet attendance and work schedule requirements

Qualifications

• Must be 18+ years old with a high school diploma or equivalent
• Excellent written and verbal communication skills
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with the Windows operating system
• Reliable and punctual with strong organizational skills
• Strong ability to troubleshoot, resolve conflicts, and problem solve
• Customer service oriented: empathetic, patient, responsive, and conscientious
• Strong team orientation with excellent interpersonal skills

Preferred (Not Required)

• 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
• Prior state or federal work experience

Conditions of Employment

• All MCI Locations 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.