[Hiring] Customer Service Agent @MCI Careers

Role Description

MCI is looking for Customer Service 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 and make outbound calls to assist with customer service questions.
• Up-sell customers on new products and services.
• Work on a variety of project openings on government programs and recognizable brands.
• Strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, and Operations Management.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• The 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.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• An 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.
• The 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.

Requirements

• 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 managerial 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.

Benefits

• Industry-leading training and development opportunities.
• Advancement opportunities including Supervisor, Trainer, and Operations Management.