Savannah Telecom Customer Care Representative

Job Title: Savannah Telecom Customer Care Representative (Full-Time)

Company: Mass Markets

Location: Savannah, GA

Position Overview: At MCI (Mass Markets), we keep things light. We believe our customer service representatives are at their best when they're happy. This is an on‑site call center position and a chance to work indoors in a fun and energetic environment. Our training will make you an expert in Fortune 500 products and state‑of‑the‑art communications technology. Following a fun, best‑in‑class training, you will help customers by troubleshooting any overlooked options and offering them new products and services.

With MCI, you'll earn commission on top of your hourly wage and through daily contests. This is a rare opportunity to share in the vision and success of a growing company. A job that will keep you engaged, smiling and earning more money every year.

• 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 elevate customer issues with the managerial team.
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• 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.

• 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+).
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a 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.
• 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 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 offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

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…