Call Center Agent

Wichita, KS

Full‑Time & Part‑Time
• Hourly + Bonus

• Paid Training & Paid Time Off
• Medical, Dental, Vision, Life Insurance and Retirement
• Flexible Schedules, Daily Contests and Prizes
• Casual Dress Code and Regular Raises

As a day‑shift Call Center Agent at MCI, you will handle inbound and outbound phone, chat and e‑mail interactions for multiple clients. You will provide customer service, education and upsell to support a best‑in‑class customer experience.

• 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 and 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 for resolution as needed.
• Attend meetings and training to stay up to date on program knowledge, systems, and process changes.
• 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.
• 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.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with your team and customers.

MCI is an equal opportunity employer that does not discriminate on the basis of protected characteristics. We welcome applicants from all backgrounds and encourage those meeting the qualifications to apply.