Remote Call Center Representative

About the role

MCI is seeking a dedicated and customer-focused Call Center Representative to join our team. We are a fast-growing tech-enabled business services company with a strong presence in the USA and operations across multiple countries. Our contact centers handle a wide range of industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. We are committed to fostering a supportive environment where professionals can build meaningful careers.

Responsibilities

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunity and apply sales skills to upgrade
• Explain and position the products and processes with customers
• Adequately escalate customer dissatisfaction with managerial team
• Ensure first call resolution through problems solving and effective call handling

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent communication, organizational, written, and oral skills
• The ability to type swiftly and accurately (20+ words a 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
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• The ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Qualifications

• All positive, and driven applicants are encouraged to apply
• Must be authorized to work in the country where the job is based
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
• Must be willing to submit to drug screening

Skills

• Excellent communication skills
• Problem-solving mindset
• Customer service orientation
• Organizational and written/verbal communication skills
• Typing speed and accuracy
• Basic computer literacy
• Reliability and punctuality
• Conflict resolution and negotiation skills
• Ability to multitask and stay focused
• Team orientation and customer focus
• Ability to thrive in a fast-paced environment

Benefits

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

Pay

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

Schedule

This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.