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About the Role
Handle customer inquiries, resolve issues efficiently, and represent respected brands with professionalism and care. This role is key in delivering smooth, satisfying experiences for clients.
Responsibilities
- Handle inbound calls, emails, or chats from customers.
- Provide accurate information about products, services, and billing.
- Resolve customer complaints and escalate when necessary.
- Maintain detailed records of customer interactions.
- Follow company procedures and compliance guidelines.
- Meet performance goals related to quality, efficiency, and customer satisfaction.
- Participate in training and coaching to improve service delivery.
Requirements
- Must be 18 years or older
- High school diploma or equivalent
- 1+ years of customer service experience, preferably in a contact center.
- Strong communication and interpersonal skills.
- Ability to multitask and work in a fast-paced environment.
- Familiarity with CRM systems and call center tools.
- Fluent in English and Spanish
- 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.
- Must be willing to submit to drug screening.
Skills
- Communication skills
- Interpersonal skills
- Multitasking
- CRM systems
- Call center tools
Location
- All MCI Locations
Work Type
- Onsite
- Remote
- Hybrid
Experience Level
- 1+ years of customer service experience
Education Level
- High school diploma or equivalent
Benefits
- Paid Time Off
- Paid holidays
- Supplemental health coverage through Blue Cross (for full-time employees)
- Life insurance options
- Accident insurance
- Critical illness insurance
- Career Growth opportunities
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
About the Company
- MCI is a tech-enabled business services company with a strong call center footprint and operations across multiple countries.
- We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
- Our contact centers utilize on-site and remote agents with advanced technologies.
- MCI is committed to fostering an environment for professional career building, continuous learning, and development.
- In 2019, MCI was named Iowa’s Fastest Growing Company and the 452nd Fastest Growing Privately Company in the USA.
- MCI has ten business process outsourcing service delivery facilities globally.
- MCI employs over 10,000 individuals across various brands.
- MCI helps customers with CX and DX challenges, offering business process outsourcing, staff augmentation, contact center customer services, and IT Services.
Equal Opportunity
- MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
- All employment aspects are based on merit and qualifications.
- MCI maintains a work environment free from discrimination and where employees are treated with dignity and respect.
- MCI does not discriminate based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.
- MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
- MCI will not tolerate discrimination or harassment.
- MCI adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
- MCI provides reasonable accommodation to qualified employees with protected disabilities.