Contact Center Representative II; Experienced

Position: Contact Center Representative II (Experienced)
LOCATION

Wichita, KS

JOB TYPE

Full-Time & Part-Time

PAY TYPES

Hourly + Bonus

BENEFITS & PERKS

LOCAL REPRESENTATIVE:
Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We're seeking skilled and dependable Contact Center Representative (Level II) to support a variety of inbound and outbound customer service and sales initiatives. In this role, you'll interact directly with customers to address inquiries, resolve complaints, troubleshoot service issues, and promote relevant products and services.

Our clients include government programs and some of the most recognizable global brands. This is a full-time, on-site position that includes paid training and offers clear paths for career advancement into roles such as Supervisor, Trainer, Talent Acquisition, and Operations Management.

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.

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- POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

* Manage inbound and outbound calls in a courteous, timely, and professional manner

* Resolve customer issues effectively, aiming for first call resolution

* Research internal systems to retrieve missing information and collaborate with other departments as needed

* Accurately document customer interactions and process claims

* Conduct needs-based conversations to identify the best solutions for customers

* Use training resources and knowledge bases to provide accurate information while following scripts and procedures

* Maintain confidentiality and handle sensitive information appropriately

* Escalate complex issues to the appropriate personnel when necessary

* Participate in training sessions and team meetings to stay current on updates and best practices

* Adhere to attendance and scheduling requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

* Must be 18 years or older

* High school diploma or equivalent

* Strong written, verbal, and organizational communication skills

* Typing speed of at least 20 words per minute

* Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

* Familiarity with Windows operating systems

* Highly reliable with excellent time management and punctuality

* Strong problem-solving, troubleshooting, and follow-up skills

* Conflict resolution and negotiation abilities

* Customer-focused with empathy, patience, and professionalism

* Ability to multitask, self-manage, and stay focused

* Team-oriented with a collaborative mindset

* Comfortable working in a fast-paced, dynamic environment

* Excellent interpersonal skills and the ability to build rapport with customers and colleagues

CONDITIONS OF EMPLOYMENT

All MCI Locations

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

Subject to the…