Entry-Level Telecom Customer Care Agent

LOCATION

Wichita, KS

ENTRY-LEVEL TELCOM CUSTOMER CARE AGENT (FULL-TIME)

At MCI, we believe our customer service representatives are at their best when they're happy. This on-site call center position offers a chance to work indoors in a fun and energetic environment while receiving training that will make you an expert in Fortune 500 products and state‑of‑the‑art communications technology.

After training, you will troubleshoot customer issues, offer new products and services, and earn commission on top of your hourly wage through daily contests. This role provides opportunities for growth, engagement, and increased earnings year over year.

This position supports customer service, technical support, and customer sales interactions. You will interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience. You will also bring a positive, enthusiastic outlook to work each day and collaborate effectively with the team.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately and, when needed, escalally customer issues with the managerial team
• Ensure first call resolution through problem solving and effective call handling
• 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 look for highly motivated, energetic, and dedicated individuals who can build relationships and turn training knowledge into customer wins. The ideal candidate is confident, fully engaged, a team player, and dedicated to providing a best‑in‑class customer experience.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high‑speed internet connection (Download speed of 20 Mbps+) in a home office setting
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Ability to work regularly scheduled shifts within our hours of operation, including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Reliable attendance and punctuality
• The ability to evaluate, troubleshoot, and follow‑up on customer issues
• Conflict resolution, problem‑solving and negotiation aptitude
• Customer‑service orientation (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Ability to 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

• 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

• Must be authorized to work in the country where the job is based
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offer is contingent on background/security investigation…