Call Center Agent

Join to apply for the Call Center Agent role at Mass Markets.

Location:

Savannah, GA | Job Type: Full-Time |

Pay Type:

Hourly + Bonus

• Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity
• Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

MCI is a leading BPO company delivering tailored solutions to diverse clients. We are recruiting call center agents to support inbound residential and business customers, manage the customer experience, and up‑sell products and services. Both full‑time and part‑time options with multiple shifts are available.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first‑call resolution through problem‑solving and effective call handling.
• Research systems to find missing information and coordinate with other departments when needed.
• Accurately document and process customer claims in appropriate systems.
• Lead fact‑finding discussions to determine the best options for the customer.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff and managers for resolution as needed.
• Attend meetings and training and stay up‑to‑date on changes to the program, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words a minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of the Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Strong conflict resolution, problem‑solving, and negotiation skills.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with your team and customers.

• One year of experience in customer service, technical support, inside sales, or administrative support in a contact center environment.
• State or Federal work experience.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days of employment.
• Retirement Savings:
  Retirement savings programs where available.
• Disability Insurance:
  Short‑term disability coverage.
• Life Insurance:
  Life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion opportunities.
• Paid Training:
  Earn a paycheck while learning new skills.
• Fun, Engaging Work Environment:
  Team‑oriented culture fostering collaboration and engagement.
• Casual Dress Code:
  Comfortable while you work.

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Regularly required to operate a computer and other office equipment. May occasionally be required to move about the office, 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.

Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

MCI embraces differences and is committed to a diverse, equal‑opportunity work environment. All employment is based solely on merit and qualifications. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services. It operates in multiple countries and focuses on delivering exceptional customer experiences.