Call Center Agent

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry‑leading organization.

We are seeking a dedicated and customer‑focused Call Center Agent to join our team. In this role, you will handle customer inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience. If you have excellent communication skills, a problem‑solving mindset, and the ability to thrive in a high‑energy setting, we encourage you to apply.

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunities and apply sales skills to upgrade
• Explain and position the products and processes with customers
• Appropriately escalates customer dissatisfaction to the 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
• Ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of the Windows operating system
• High reliability 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, conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Thrives in a fast‑paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and ability to build relationships with team and customers

• Must be authorized to work in the country where the job is based.

• Will be required to submit up to a Level II background and/or security investigation with fingerprint; offers contingent on background/security results.
• Will be required to submit to a drug screening; offers contingent on screening results.

This job operates in a professional office environment. While performing the duties of the job, the employee will be largely sedentary and will be required to sit or stand for long periods while using a computer and telephone headset. The employee will operate computer and other office equipment, including a phone, copier, and printer. The employee may occasionally need 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 exert force up to forty (40) pounds.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have access to MEC medical plans after 30 days.
• Retirement Savings:
  Programs where available.
• Disability Insurance:
  Short‑term disability coverage.
• Life Insurance:
  Access to life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Focus on internal promotions.
• Paid Training:
  Learn new skills while earning a paycheck.
• Engaging…