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About the Role

Handle inbound and outbound customer service and sales projects for a wide variety of clients. This role involves handling inbound inquiries, making outbound calls to existing customers for service questions, and up-selling new products and services. Candidates should be natural problem solvers dedicated to providing excellent customer service and satisfaction. This is an opportunity to start a career with a growing team, with industry-leading training and advancement opportunities into Supervisor, Trainer, and Operations Management roles.

Responsibilities

Handle inbound and outbound contacts courteously, timely, and professionally.
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.
Lead fact-finding discussions to determine the best options for the customer.
Utilize knowledge base and training to accurately answer customer questions while following scripts, policies, and procedures.
Comply with requirements for confidential and personal information.
Escalate customer issues to appropriate staff and management for resolution.
Attend meetings and training, and review new training material to stay updated on 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 with change and ambiguity.
Excellent interpersonal skills and ability to build relationships.
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 (does not apply in Canada).

Skills

Customer Service
Problem-solving
Communication (Oral and Written)
Typing
Microsoft Office Suite
Windows Operating System
Conflict Resolution
Negotiation
Multi-tasking
Self-management
Teamwork
Interpersonal Skills

Location

All MCI Locations

Work Type

Full-time
Onsite

Experience Level

Entry Level

Education Level

High School Diploma or Equivalent

About the Company

MCI is a fast-growing tech-enabled business services company specializing in Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
MCI fosters an environment for 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 by Inc. Magazine.
MCI has ten business process outsourcing service delivery facilities globally.
MCI employs over 10,000 individuals across multiple brands, serving mid-market, Federal & enterprise partners.

Equal Opportunity

MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
Employment at MCI is based solely on merit and qualifications.
MCI maintains a work environment free from discrimination and harassment.
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 accordance with local and federal requirements.
MCI provides reasonable accommodation to qualified employees with protected disabilities as required by law.