Call Center Agent

Position Overview

MCI is a fast‑growing tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO) and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries. We operate contact centers on‑site and remote, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

We are looking for Call Center Agents to handle inbound call interactions with residential and business customers, manage the customer experience and up‑sell products and services. The role requires highly reliable agents with excellent communication skills who are willing to learn on the job continuously. Full‑time and part‑time options are available with multiple shifts and scheduling options.

• 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.

• 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 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.
• 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.

• 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.

• HMO Coverage with dependent and employee dental coverage.
• Dental coverage and in‑house dental assistance.
• Free meal during training.
• Career growth and learning.
• Allowances for rice, clothing, laundry and meals.
• Performance and loyalty bonuses.
• Frequent disinfection and fogging of workplace.
• Opportunity for growth and promotion.
• Employee shuttle services.
• Company retreats and off‑site events.

The job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer, telephone headset and other office equipment. 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.

• 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.

MCI and its subsidiaries embrace diversity and provide a work environment free from discrimination. 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 protected characteristics. MCI will provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws.