On-Site Call Center Representative

Overview

Full-Time On-Site Call Center Representative. We are looking for full-time call center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will identify customers' needs, research every issue, provide solutions, and upsell customers on new products and services. There are a wide variety of project openings on government programs as well as some of the most recognizable brands in the world.

Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job.

Schedules vary by site and project; however, we can usually find something that works for everyone. This is an on-site, entry-level position. While prior contact center experience isn't required, experience in customer service, technical support, inside sales, or back-office support in a contact center environment is a plus.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

• 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 as applicable
• 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 escalate 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

Required

• 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

Preferred (Not Required)

• 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

We offer a range of benefits and incentives. Compensation is based on experience, with starting compensation determined accordingly. Benefits may vary by location but typically include Paid Time Off, health coverage, retirement savings, disability and life insurance, and opportunities for career growth and paid training.

All MCI locations operate in a professional office environment. ADA accommodations may be provided as required by law. This job description is not an employment contract and may be revised at any time.