Remote Call Center Representative

Overview

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a dedicated and customer-focused Call Center Representative to join our team. In this role, you will be responsible for handling customer inquiries, providing accurate information, resolving issues efficiently, and ensuring a positive customer experience. If you have excellent communication skills, a problem-solving mindset, and the ability to thrive in a high-energy setting, we encourage you to apply.

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

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunity and apply sales skills to upgrade
• Explain and position the products and processes with customers
• Appropriately escalate customer dissatisfaction with managerial team
• Ensure first call resolution through problem solving and effective call handling

• 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 per 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
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem solving and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused and self-manage
• Strong team orientation and customer focus
• Thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• 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; offers contingent on results
• Must be willing to submit to drug screening; offers contingent on results

This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and telephone headset. The role involves operating a computer and office equipment, and may require occasional movement around the office. Physical exertion may include lifting up to forty (40) pounds.

What You Can Expect from MCI

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.

• Paid Time Off: PTO and paid holidays
• Incentives & Rewards:
  Contests with cash bonuses and prizes
• Health Benefits:
  
  Medical, dental, and vision coverage after set periods; MEC options available
• Retirement Savings:
  Retirement programs, where available
• Disability Insurance:
  Short-term disability coverage
• Life Insurance:
  Life insurance options
• Supplemental Insurance:
  Accident and critical illness
• Career Growth:
  Internal promotion opportunities
• Paid Training:
  Training while earning a paycheck
• Casual Dress Code:
  Comfortable work attire

MCI embraces diversity and is committed to equal opportunity in all aspects of employment. All employees are responsible for supporting a diverse and inclusive work environment. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by law.

Reasonable accommodations are provided as required by law. If accommodations are needed, contact Human Resources.

MCI helps customers take on CX and DX challenges by delivering industry-leading solutions and services across BPO, staff augmentation, contact center services, and IT services. MCI operates multiple subsidiaries and serves a wide range of clients with a growing global footprint.

Disclaimer:
This job description is a general overview and not an all-inclusive list of duties. The employer reserves the right to revise this description at any time. This is not an employment contract, and either party may terminate employment at any time for any reason.

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