Call Centre Agent

Position Overview

MCI is a fast‑growing tech‑enabled business services company providing Customer Experience (CX), Business Process Outsourcing (BPO), and Anywhere‑as‑a‑Service (XaaS) solutions. We are hiring Call Center Agents to support inbound and outbound customer service and sales projects for a variety of clients. The role involves evening hours, handling inbound inquiries, making outbound calls to existing customers, and up‑selling products and services.

• 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 as applicable and coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Lead fact‑finding discussions to determine the best options for the customer.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff and manager for resolution as needed.
• 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.
• 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 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. (Does not apply in Canada)

• Paid Time Off:
  Earn PTO and paid holidays.
• Health Benefits:
  
  Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment:
  Collaborative culture.
• Casual Dress Code:
  Be comfortable while you work.

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee will be required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable…