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About the Role

MCI is seeking ONSITE call center representatives to support various customer service and sales projects. This entry-level role involves handling inbound inquiries, making outbound calls for customer service and sales, and up-selling products and services. Candidates should possess excellent communication skills, a willingness to learn, and be highly reliable. Schedules vary by site and project. Competitive compensation and bonus plans are offered.

Responsibilities

Handle inbound and outbound calls for customer service, technical support, and sales interactions.
Interact with hundreds of customers weekly to resolve issues, sell products/services, and ensure a positive customer experience.
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 as needed.
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 answer customer questions 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 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.
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.
Must be willing to submit to a LEVEL II background and/or security investigation with fingerprint.
Must be willing to submit to drug screening.

Skills

Communication skills
Problem-solving
Customer service
Sales
Microsoft Office Suite
Windows operating system
Typing
Conflict resolution
Negotiation
Multi-tasking
Teamwork
Interpersonal skills

Location

Onsite

Work Type

Onsite
Full-time

Experience Level

Entry-level
1 year preferred

Education Level

High school diploma or equivalent

Salary/Compensations

Competitive compensation
Bonus plans

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

About the Company

MCI is a fast-growing tech-enabled business services company with a strong call center footprint and global 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.
MCI is committed to fostering an environment for professional 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 across multiple locations.
MCI employs over 10,000 individuals across various brands.

Equal Opportunity

MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
All employment aspects are based on merit and qualifications.
MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
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 a manner consistent 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.