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About the Role

Customer Service Agents are needed to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector clients. This role involves handling inbound inquiries, troubleshooting basic technical issues, assisting callers with products and processes, and representing recognizable brands. The company offers industry-leading training, advancement opportunities, and a chance to start a career.

Responsibilities

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 and coordinate with other departments.
Follow client program processes and perform all tasks courteously and professionally.
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 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.

Requirements

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 20Mbps+).
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.
One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment (Preferred).
State or Federal work experience (Preferred).
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position.
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

Customer Service
Technical Support
Sales
Data Entry
Computer Proficiency
Microsoft Office Suite
Conflict Resolution
Problem Solving
Negotiation
Multi-tasking
Teamwork
Interpersonal Skills

Location

Remote

Work Type

Full-time
Remote

Experience Level

Entry Level
1 Year Experience Preferred

Education Level

High School Diploma or Equivalent

Benefits

Paid Time Off
Paid Holidays
Supplemental Health Coverage
Life Insurance
Supplemental Insurance (Accident and Critical Illness)
Career Growth Opportunities
Paid Training
Fun, Engaging Work Environment
Casual Dress Code

About the Company

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.
MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs.
Named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and the 452nd Fastest Growing Privately Company in the USA in 2019.
Has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
Employs 10,000+ talented individuals with 150+ diverse North American client partners across various MCI brands.

Equal Opportunity

MCI and its subsidiaries embrace differences and believe diversity benefits employees, company, customers, and community.
All aspects of employment at MCI are based solely on a person's 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 of these characteristics.
Adheres to principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
Provides reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.