Overview
MCI is a fast‑growing tech‑enabled business services company that delivers Customer Experience, Business Process Outsourcing, and Anywhere‑as‑a‑Service solutions across multiple industries. With a strong call‑center footprint and both on‑site and remote agents, we use advanced technologies to enhance customer journeys, increase scalability, and reduce costs.
Key Responsibilities
* Handle inbound and outbound calls with professionalism and empathy.
* Use product knowledge and training to recommend solutions and close sales.
* Build rapport, listen actively, and address customer needs effectively.
* Research account details and collaborate with internal teams to resolve issues.
* Manage customer accounts and process orders accurately using our systems.
* Follow scripts, policies, and procedures to ensure consistency and compliance.
* Protect customer data and handle sensitive information responsibly.
* Escalate complex issues to appropriate team members when needed.
* Stay current with training, system updates, and team communications.
* Maintain excellent attendance and punctuality.
Candidate Qualifications
* Must be 18 years or older with a high school diploma or equivalent.
* Strong verbal and written communication skills.
* Typing speed of 20+ WPM.
* Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
* Familiarity with Windows operating systems.
* Dependable, punctual, and self‑motivated.
* Skilled in conflict resolution, problem‑solving, and negotiation.
* Customer‑focused with empathy, patience, and responsiveness.
* Ability to multitask and manage time effectively.
* Team‑oriented with a positive attitude.
* Comfortable in a fast‑paced, evolving environment.
* Strong interpersonal skills and relationship‑building ability.
Preferred Qualifications
* 1+ year of experience in customer service, sales, technical support, or administrative roles in a contact center.
* Experience in state or federal work environments.
Conditions of Employment
* Must be authorized to work in the country where the job is based.
* Must submit to a Level II background and/or security investigation with fingerprint. Job offers are contingent on investigation results.
* Must submit to drug screening. Job offers are contingent on screening results.
Compensation & Benefits
* Competitive starting compensation based on experience.
* Health insurance with HMO coverage and dependent coverage options.
* Dental coverage and in‑house dental assistance.
* Performance and loyalty bonuses.
* Allowances for rice, clothing, laundry, and meals.
* Frequent workplace safety measures (disinfection, fogging).
Employee shuttle services, company retreats, and off‑site events.
* Career growth, learning opportunities, and promotion pathways.
Physical Requirements
This role is performed in a professional office environment and is largely sedentary. The employee will sit/stand for long periods while using a computer and telephone headset, operate a computer and other office equipment, and may occasionally move objects up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations when requested by a qualified applicant or employee, unless the accommodation would cause undue hardship. Contact Human Resources for assistance.
Diversity and Equality
All employment at MCI is based solely on merit and qualifications. MCI maintains a workplace free from discrimination and harassment, and actively embraces diversity and inclusion. We do not discriminate 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, or sexual orientation. MCI will consider qualified applicants with criminal histories as allowed by applicable law.
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