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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 addressing customer inquiries, making outbound calls for customer service, and up-selling new products and services. Opportunities exist within government programs and for well-known brands. Ideal candidates are natural problem solvers dedicated to providing excellent customer service and satisfaction. This position offers career growth with industry-leading training and advancement opportunities to Supervisor, Trainer, and Operations Management.

Responsibilities

Handle inbound and outbound contacts courteously, timely, and professionally.
Ensure first call resolution through problem-solving and effective call handling.
Research systems for 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 customer options.
Utilize knowledge base and training to accurately answer customer questions, adhering to 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 materials 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 per 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.

Skills

Customer service
Sales
Problem-solving
Communication skills
Organizational skills
Written communication
Oral communication
Typing
Microsoft Office Suite
Windows operating system
Conflict resolution
Negotiation
Multi-tasking
Self-management
Team orientation
Customer focus
Interpersonal skills
Relationship building

Location

All MCI Locations

Work Type

Full-time

Experience Level

Entry Level

Education Level

High school diploma or equivalent

About the Company

MCI is a fast-growing tech-enabled business services company in the USA with a strong call center footprint and international operations.
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 to improve customer journeys, scalability, and cost reduction.
MCI is committed to fostering careers with continuous learning and development opportunities.
In 2019, MCI was named Iowa's Fastest Growing Company and the 452nd Fastest Growing Privately Company in the USA by Inc. Magazine.
MCI subsidiaries have appeared on Inc. Magazine's Fastest-Growing Companies list 15 times.
MCI has ten business process outsourcing service delivery facilities across the US, Canada, South Africa, and the Philippines.
MCI drives modernization through digitalization, enabling clients to achieve more for less.
MCI employs over 10,000 individuals across various MCI brands, serving 150+ North American client partners.

Equal Opportunity

MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
Employment decisions are based solely on merit and qualifications.
MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.
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 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 as required by applicable laws.