US Federal Flood Services Call Center Agent

About the role

MCI is seeking a dedicated and compassionate Call Center Agent to assist individuals impacted by severe flooding. This position involves working on a U.S. Federal Contract and requires strict compliance with federal guidelines and protocols.

Responsibilities

• Assist callers impacted by severe flooding, providing empathetic and effective support.
• Respond to customer inquiries and provide accurate and helpful information.
• Resolve customer issues in a timely and professional manner.
• Document all interactions thoroughly and accurately.
• Maintain confidentiality and handle sensitive information appropriately.
• Escalate complex issues to the appropriate department or supervisor as needed.
• Provide follow-up communication to ensure customer satisfaction.
• Stay informed about company policies, procedures, and service updates.
• Participate in team meetings and training sessions to enhance service quality.
• Offer feedback and suggestions to improve customer service processes.

Qualifications

• High school diploma or equivalent; college education is a plus.
• Strong communication and problem-solving skills.
• Previous customer service experience preferred.
• Ability to handle high-stress situations calmly and effectively.
• Must pass a Level 2 fingerprint background check.

Benefits

No specific benefits are mentioned in the job posting.

Pay

Starting compensation is based on experience, and details are not provided in the job posting.

Schedule

Work Schedule: Hours of Operation: 7:00 AM to 7:00 PM CST
Available Shifts: 7:00 AM to 4:00 PM CST, 10:00 AM to 7:00 PM CST
Flexibility to work assigned shifts is required.

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

Want an employer that values your contribution? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time.

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 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.

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

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.