Customer Service Agent

Position Overview

Customer Service Representative supporting commercial and public sector clients. You will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries for recognizable brands. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable.

Location:

Savannah, GA.

Some on‑site training is required, up to one week. Weekend, night, and bilingual agents earn enhanced wages. This entry‑level position offers on‑the‑job paid training; compensation is commensurate with experience. Prior contact center experience is not required but customer service, tech support, inside sales or back‑office support experience is a plus.

In this role, you will be responsible for handling inbound calls and making outbound sales inquiries using state‑of‑the‑art contact center technology. As a representative of top brands, you will work on behalf of customers across the country to resolve issues, sell new products and services, and ensure a best‑in‑class customer experience.

• Listen to and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade customers.
• Explain and position products and processes when interacting with customers.
• Appropriately escalate customer dissatisfaction.
• Ensure first‑call resolution through problem solving and effective call handling.

Ideal candidates are highly motivated, energetic, dedicated, and customer service oriented. Please review the qualifications below.

• Must be at least 18 years of age.
• High‑school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type at least 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.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• 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.
• 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.

Starting compensation is based on experience and is competitive. MCI offers a variety of benefits and incentives to support and reward team members.

• Paid Time Off (PTO) and paid holidays.
• Incentives & rewards from daily, weekly, and monthly contests with cash bonuses and prizes.
• Health benefits:
  
  comprehensive medical, dental, and vision coverage for full‑time employees after 60 days; all employees have access to MEC plans after 30 days.
• Retirement savings options where available.
• Short‑term disability coverage.
• Life insurance options.
• Supplemental insurance (accident and critical illness).
• Career growth opportunities through internal promotions.
• Paid training.
• Enjoyable work environment with a casual dress code.

The job is largely sedentary and requires using a computer and telephone headset. Occasionally the employee will need to move around the office, reach, lift, or move up to 40 pounds.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations for qualified applicants or employees with a disability unless undue hardship would result. Contact Human Resources to request accommodation.

MCI embraces differences, fosters a discrimination‑free workplace, and makes employment decisions based solely on merit and qualifications. MCI will not tolerate discrimination or harassment based on protected characteristics. MCI complies with applicable laws, regulations, and ordinances and considers qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services. MCI has multiple delivery facilities and offers a broad range of tech‑enabled business service solutions.

• Must be authorized to work in the country.
• Must submit up to a Level II background and/or security investigation with a fingerprint.
• Must submit to drug screening.

Ultimately this job description provides a general overview and is not an all‑inclusive list of duties, responsibilities, skills, or qualifications. The role may evolve and is subject to change.