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About the Role

Handle blended inbound phone interactions with residential and business customers, troubleshooting account issues, providing general customer service, and up-selling products and services. This entry-level position offers paid on-the-job training and is ideal for highly reliable candidates with excellent communication skills and a willingness to learn.

Responsibilities

• 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 and coordinate with other departments to resolve issues.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to the appropriate staff and management for resolution.
• 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.

Requirements

• 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 Windows operating system.
• Highly reliable 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, and conscientious).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus.
• 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.
• Must be authorized to work in the country where the job is based.
• Subject to program and location requirements.
• Willing to submit to a LEVEL II background and/or security investigation with fingerprint.
• Willing to submit to drug screening.

Skills

• Customer Service
• Technical Support
• Inside Sales
• Conflict Resolution
• Problem-Solving
• Negotiation
• Multi-tasking
• Self-management
• Teamwork
• Interpersonal Skills
• Microsoft Office Suite
• Windows Operating System

Location

• All MCI Locations

Work Type

• Onsite
• Full-time

Experience Level

• Entry-level
• Preferred: One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.

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 leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions.
• In 2019, MCI was named Iowa's Fastest Growing Company and the 452nd Fastest Growing Privately Company in the USA by Inc. Magazine.
• MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
• MCI employs 10,000+ individuals across various brands including MCI BPO, MarketForce, GravisApps, and others.
• 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 aspects of employment are based solely on merit and qualifications.
• MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
• MCI does not discriminate against any employee or applicant on the basis of 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, regulations, and ordinances.
• MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
• MCI will not tolerate discrimination or harassment based on any protected characteristics.
• 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 to the extent required by applicable laws, regulations, and ordinances.