Remote Contingent Contact Center Agent

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 seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurricane disaster relief needs. The ideal candidate will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time.

Candidates accepted for this role will be e-mailed and texted on an as-needed basis. Hours of operation are from 8:00 AM - 8:00 PM ET, with shifts from 8:00 AM - 2:00 PM and 2:00 PM - 8:00 PM.

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

Responsibilities

What does a contingent hurricane relief agent do?

We improve the customer's experience by providing effective solutions to inquiries. You will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time.

Key Responsibilities:

• Assist customers with service inquiries
• Learn the common requests and solutions
• Improve the customer's experience
• Utilize our service techniques and systems
• Escalate customer dissatisfaction to proper channels

Qualifications

Are you a good fit?

All positive and driven applicants are encouraged to apply. Ideal candidates are highly motivated and dedicated and should possess the following:

• 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 systems
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and the ability to build relationships with team and customers

Compensation & Benefits

What you can expect from MCI

We offer compensation and benefits designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives.

Benefits that may be offered include:

• HMO Coverage with dependent
• Dental Coverage
• In-house dental assistance
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Disinfection and safety measures in the workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social engagement and recognition programs

Note: Benefits may vary by geography and specific role.

Physical & Other Requirements

Physical requirements: The job operates in a professional office environment; duties are largely sedentary and require sitting/standing for long periods while using a computer and telephone headset. Occasional movement of objects up to 40 pounds may be required.

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willingness to submit to a Level II background and/or security investigation with a fingerprint; offers contingent on results
• Willingness to submit to drug screening; offers contingent on results

Reasonable Accommodation

In accordance with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations on request. If needed, please contact Human Resources.

Equal Opportunity Employer

All aspects of employment at MCI are based on merit and qualifications. MCI maintains a work environment free from discrimination and will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on protected characteristics and provides reasonable accommodations as required by law.

About MCI (Parent Company)

MCI helps customers tackle CX and DX challenges with industry-leading solutions. We provide BPO, staff augmentation, contact center services, and IT services. MCI employs 10,000+ professionals across multiple locations and brands.

The above description provides a general overview and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer may revise this job description at any time. This job description is not an employment contract, and either party may terminate employment at any time for any reason.

#J-18808-Ljbffr

---