Call Center Agent (Hiring Immediately)

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We offer industry‑leading training and many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

Job Purpose

We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and upsell customers on new products and services.

Key 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 as applicable; coordinate with other departments to resolve issues when needed.
• 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 information and personal information.
• Escalate customer issues to the appropriate staff and manager for resolution as needed.
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

Candidate Qualifications

Preferred (Not Required)

Conditions of Employment

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI will provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

#J-18808-Ljbffr