Call Center Agent

Position Overview MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. We are looking for Call Center Agents to join our rapidly growing team. You will be responsible for handling inbound phone interactions with residential and business customers, managing the customer experience, and educating and up‑selling customers on 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 managers for resolution as needed. Attend meetings and training and stay up‑to‑date on changes to the program, 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. The ability to type swiftly and accurately (20+ words a minute). Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Basic understanding of the 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. Preferred Qualifications One (1) 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 Competitive starting compensation based on experience. Health Maintenance Organization (HMO) coverage plus a dependent. Dental coverage. Performance and loyalty bonuses. Allowances for rice, clothing, laundry and meals. Employee shuttle services. Company retreats and off‑site events. 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. 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. 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. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr