Call Center Representative

Full-Time Call Center Representative MCI is one of the fastest-growing tech-enabled business services companies in the USA. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. Position Overview We’re seeking enthusiastic Call Center Representatives to support a range of inbound and outbound customer service and sales initiatives. In this role, you’ll respond to incoming inquiries, reach out to existing customers to provide support, and promote new products and services. Opportunities are available across various projects, including government programs and some of the world’s most recognized brands. Key Responsibilities Handle inbound and outbound calls with professionalism and courtesy. Resolve customer issues efficiently, aiming for first-call resolution. Research and retrieve information across systems to support customer needs. Accurately document customer interactions and process claims. Guide customers through options to find the best solutions. Use training and resources to answer questions while adhering to scripts and policies. Maintain confidentiality and handle sensitive information appropriately. Escalate complex issues to the appropriate team members when necessary. Participate in training sessions and stay current on updates and procedures. Follow attendance and scheduling requirements consistently. Candidate Qualifications Minimum age of 18. High school diploma or equivalent. Strong written and verbal communication skills. Typing speed of at least 20 words per minute. Basic proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook). Familiarity with Windows operating systems. Dependable and punctual with excellent time management. Problem-solving and conflict resolution skills. Customer-focused mindset with empathy and patience. Ability to multitask and work independently. Team-oriented with a collaborative spirit. Comfortable in a dynamic, fast-paced environment. 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. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Compensation & Benefits HMO Coverage plus a dependent. Dental Coverage. Free meal during training. Career growth and learning. Allowances for rice, clothing, laundry and meals. Performance and loyalty bonuses. Frequent disinfection, fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off-site events. Sharpen your social skills while meeting awesome people and making new friends. Plus, more in-office rewards, raffles, recognition gifts, and treats. Physical Requirements This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. 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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. About MCI MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. #J-18808-Ljbffr