Call Centre Agent; Evenings

POSITION OVERVIEW

MCI is a leading tech‑enabled business services company. This role involves supporting inbound and outbound customer service and sales projects for a wide variety of clients. You will work evening hours handling inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up‑sell customers on new products and services. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable.

This role provides training and opportunities for advancement to Supervisor, Trainer, Talent Acquisition, and Operations Management.

In this role you handle inbound and outbound calls, supporting customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and provide a best‑in‑class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player with a positive and enthusiastic outlook each day.

Key Responsibilities:

• 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 as applicable; coordinate with other departments to resolve issues 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 managerial for resolution as needed
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

We provide all new employees with world‑class training, so positive, driven, and confident applicants are encouraged to apply. Ideal candidates are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication 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
• 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
• The ability to thrive in a fast‑paced environment where change and ambiguity prevail
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

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. Starting compensation is based on experience.

What You Can Expect from MCI:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Health Benefits: Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a…