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About the Role

Handle inbound and outbound customer service and sales projects for a wide variety of clients, supporting customer service, technical support, and sales interactions. Interact with hundreds of customers weekly to resolve issues, sell new products, and ensure a best-in-class customer experience. This role requires a positive and enthusiastic outlook, with opportunities for career growth into Supervisor, Trainer, Talent Acquisition, and Operations Management roles.

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 all new training material to stay up-to-date on changes
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 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
Must be willing to submit 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
Communication skills
Problem-solving
Conflict resolution
Negotiation
Multi-tasking
Self-management
Teamwork
Interpersonal skills
Typing

Location

Work Type

Evening hours
Full-time

Experience 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

Benefits

Paid Time Off
Paid holidays
Supplemental health coverage through Blue Cross (for full-time employees)
Life insurance options
Accident and critical illness insurance
Career Growth opportunities
Paid Training
Fun, Engaging Work Environment
Casual Dress Code

About the Company

MCI is a tech-enabled business services company with a strong call center footprint and operations across multiple countries, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions.
MCI fosters an environment for professionals to build meaningful careers, access continuous learning, and contribute to a globally expanding organization.
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 in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
MCI employs 10,000+ individuals across various brands including MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Equal Opportunity

MCI embraces diversity and believes it 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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any protected characteristics.
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 to the extent required by applicable laws, regulations, and ordinances.