Customer Care

Position Overview

Full-time customer care representatives will support inbound projects for a variety of clients. In this role you will troubleshoot basic technical issues, build strong relationships with customers, fact‑find needs, and identify opportunities to upsell products and services.

Savannah, GA (full‑time, on‑site); schedules vary by site and project.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first call resolution through problem solving and effective call handling.
• Research systems to find missing information; coordinate with other departments to resolve issues.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to appropriate staff and management for resolution.
• Attend meetings, training, and review new training material to stay up‑to‑date on 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.
• 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.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with 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.

Starting compensation is based on experience. Benefits include:

• Paid Time Off and paid holidays.
• Incentives and rewards, including cash bonuses.
• Health benefits (medical, dental, vision) after 60 days (full‑time employees) and 30 days for all employees.
• Retirement savings programs where available.
• Disability insurance.
• Life insurance.
• Supplemental insurance (accident and critical illness).
• Career growth opportunities through internal promotions.
• Paid training.
• Team‑oriented work environment with casual dress code.

This job is largely sedentary in a professional office environment. The employee will sit/stand for long periods while using a computer and telephone headset. The employee may occasionally need to move around the office, reach in any direction, and lift or move objects up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI will provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship.

MCI embraces diversity and maintains a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. MCI will not tolerate discrimination or harassment on the basis of protected characteristics. Qualified applicants with criminal histories will be considered in a manner consistent with local and federal requirements.