Inbound Customer Service Agent

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

benthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a bbest-in-class customer experience.

You’ll interact with hundreds of customers each week, so we’re seeking bconfident, motivated individuals who bring benergy, positivity, and a team-first mindset to every shift.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities:

• bHandle inbound and outbound customer interactions bin a courteous and professional manner
• bDeliver first-call resolution via problem solving and effective call handling
• Research systems and coordinate with other departments to resolve issues when needed
• bAccurately document and process customer claims in company systems
• bFollow all required scripts, policies, and procedures while ensuring customer satisfaction
• bUtilize training and knowledge base resources to answer questions accurately
• bEscalate unresolved or complex issues to the appropriate teams as necessary
• bProtect customer confidentiality and handle sensitive information responsibly
• Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
• bConsistently meet attendance and work schedule requirements

bWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?b

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• bMust be 18+ years old with a high school diploma or equivalent
• bExcellent written and verbal communication skills
• bAbility to type 20+ words per minute accurately
• bBasic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• bFamiliarity with the Windows operating system
• bReliable and punctual with strong organizational skills
• bStrong ability to troubleshoot, resolve conflicts, and problem solve
• bCustomer service oriented: empathetic, patient, responsive, and conscientious
• bAbility to multi-task, self-manage, and stay focused in a fast-paced environment
• bStrong team orientation with excellent interpersonal skills

bPreferred (Not Required) b

• 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
• Prior 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, and we offer a variety of benefits and incentives to support and reward our team members.

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• bPaid Time Off:
  Earn PTO and paid holidays to take the time you need.
• bIncentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• b
  
  Health Benefits:
  
  Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• bRetirement Savings:
  Secure your future with retirement savings programs, where available.
• bDisability Insurance:
  Short-term disability coverage is available to help protect you during unexpected challenges.
• bLife Insurance:
  Access life insurance options to safeguard your loved ones.
• bSupplemental Insurance:
  Accident and critical illness insurance
• bCareer Growth:
  With a focus on internal promotions, employees enjoy significant advancement opportunities.
• bPaid Training:
  Learn new skills while earning a…