Customer Service Agent; KS

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.

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure best in class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

• 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
• 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 prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• Starting compensation is based on experience, with competitive benefits and incentives
• Paid Time Off, paid holidays, incentives and rewards
• Health benefits:
  
  eligible for comprehensive medical, dental, and vision coverage after specified days
• Retirement savings where available
• Disability Insurance, Life Insurance, Supplemental Insurance
• Career growth and internal promotion opportunities
• Paid training and a casual dress code

• Must be authorized to work in the country where the job is based
• Willingness to undergo background/security investigations with fingerprint and drug screening where required; offers contingent on results
• Reasonable accommodations under the Americans with Disabilities Act (ADA); contact Human Resources
• Equal Opportunity Employer statements: MCI does not discriminate and provides a diverse, inclusive work environment

The employer reserves the right to revise this job description at any time. This job description is not an employment contract, and either the employee or employer may terminate employment at any time for any reason.