Call Center Agent

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 are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients, including government programs and recognizable brands worldwide. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. 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 and 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 program knowledge, systems, and processes. Adhere to all attendance and work schedule requirements. Candidate Qualifications 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 per 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. Customer service orientation (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. Preferred (Not Required) One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment. State or Federal work experience. Compensation & Benefits The starting compensation is based on experience, and a variety of benefits and incentives are offered to support and reward our team members. Benefits include HMO coverage, dental coverage, meal allowances, career growth opportunities, performance and loyalty bonuses, employee shuttle services, and company retreats and off‑site events. Physical Requirements The role is largely sedentary, requiring the use of a computer and telephone headset. Employees may need to sit or stand for long periods and occasionally move around the office, reach, lift or move objects up to forty pounds. Conditions of Employment Must be authorized to work in the country where the job is based. Must be willing to submit up to a Level II background and/or security investigation with a fingerprint, subject to results. Must be willing to submit to drug screening, subject to results. Reasonable Accommodation Under the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. Equal Opportunity Employer MCI embraces diversity and maintains a work environment free from discrimination. All aspects of employment are based on merit and qualifications. MCI does not discriminate based on any protected category and will consider qualified applicants with criminal histories in accordance with local and federal requirements. #J-18808-Ljbffr