CALL CENTER Representative

Position

CALL CENTER REPRESENTATIVE Full-Time – MCI

Location:

Savannah, GA

Employment type:

Full-Time

CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS. We are looking for Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world.

There are a wide variety of project openings available. Schedules vary by site and program; we can usually find something that works for everyone. This is a wonderful opportunity to start your career here with industry-leading training and opportunities for advancement including Supervisor, Trainer, Talent Acquisition, and Operations Management.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Ensure first call resolution through problem solving and effective call handling
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• Required

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• Ability to read and speak English fluently
• Wired, high-speed internet connection (Download speed 20
  
  Mbps+)
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ WPM)
• Ability to work regularly scheduled shifts within operating hours, including training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and ability to learn new systems
• Highly reliable with 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 ability to build relationships with team and customers

• Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
• State or Federal work experience

• 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 fingerprint; offers contingent on results.
• Must be willing to submit to drug screening; offers contingent on results.

At MCI, compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members. Benefits may vary by geography and location.

• Paid Time Off and paid holidays
• Incentives and rewards programs with cash bonuses and prizes
• Health benefits (medical, dental, vision) after 60 days for full-time employees; MEC medical plans after 30 days
• Retirement savings where available
• Disability and life insurance options
• Supplemental insurance options (accident and critical illness)
• Career growth with internal promotion opportunities
• Paid training
• Casual dress code and a collaborative work environment

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate on age, race, color, gender identity or expression, national origin, disability, or other protected characteristics. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements. Reasonable accommodations are available upon request in accordance with ADA.

About MCI MCI helps customers take on CX and DX challenges through industry-leading solutions, including BPO, contact center services, IT Services, and more. This description is a general overview and not an all-inclusive list of duties and qualifications. The employer reserves the right to revise the description at any time.

Note
:
This is an overview for the role as of today and does not constitute a contract of employment.