Service Selling Agent

About the role

MCI is a fast-growing tech-enabled business services company with a strong presence in call centers and operations spanning multiple countries. We provide Customer Experience, Business Process Outsourcing, and Anything-as-a-Service solutions across various industries. This role involves making outbound calls to customers to educate them on new services and guide them towards the best options.

Responsibilities

• Make outbound and receive inbound calls in a courteous and professional manner
• Educate customers on available services and identify upsell opportunities
• Listen actively to understand customer needs and recommend tailored solutions
• Use internal systems to manage accounts and process service requests accurately
• Research and resolve customer issues, coordinating with other departments as needed
• Accurately document customer interactions and follow established procedures
• Adhere to scripts, policies, and compliance standards
• Maintain confidentiality and handle sensitive information responsibly
• Escalate complex issues to supervisors or appropriate teams
• Stay current with training, updates, and system changes
• Maintain attendance and scheduling expectations

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Excellent verbal and written communication skills
• Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Dependable and punctual with a strong work ethic
• Strong problem-solving and conflict resolution skills
• Customer-focused, empathetic, and solution-oriented
• Ability to multitask and manage time effectively
• Comfortable in a fast-paced, evolving environment
• Team-oriented with strong interpersonal skills

Preferred

• 1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles in a contact center
• Experience in state or federal work environments

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willingness to submit to background and/or security investigations with fingerprints
• Willingness to submit to drug screening

Compensation Details

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

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Physical Requirements

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 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 diversity and believe it benefits our employees, company, customers, and community. We maintain 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.