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About the Role

MCI is seeking a Call Center Representative to support inbound and outbound customer service and sales projects. In this role, you will handle inquiries, make outbound calls, and up-sell customers on new products and services. Candidates should be natural problem solvers dedicated to providing excellent customer service and satisfaction. This position offers significant advancement opportunities, including Supervisor, Trainer, and Operations Management roles, supported by industry-leading training.

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.
Lead fact-finding discussions to determine the best options for the customer.
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 new training material to stay up-to-date 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.
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.
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
Sales
Problem-solving
Communication (written and oral)
Typing (20+ WPM)
Microsoft Office Suite
Windows operating system
Conflict resolution
Negotiation
Multi-tasking
Self-management
Team orientation
Interpersonal skills

Location

Sydney, NS

Work Type

Onsite

Experience Level

Entry Level
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)

Education Level

High school diploma or equivalent

About the Company

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries.
MCI delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
MCI's contact centers utilize on-site and remote agents with advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
MCI is committed to fostering an environment for professional career growth, continuous learning, and development.
In 2019, MCI was named by Inc. Magazine as 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 10,000+ individuals across various brands including MCI BPO, MarketForce, and OnBrand24.

Equal Opportunity

MCI embraces diversity and believes diversity benefits employees, the company, customers, and the community.
All aspects of employment at MCI 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 principles of equal opportunity 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.