Position overview
mci is a leading business process outsourcing (bpo) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
in this role, you handle inbound and outbound calls, supporting customer service, technical support, and customer sales interactions. You will interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. You will be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.
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.
key responsibilities
* 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; coordinate with other departments to resolve issues
* 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 scripts, policies, and procedures
* comply with requirements surrounding confidential information and personal information
* escalate customer issues to appropriate staff and management for resolution as needed
* attend meetings and training; stay up-to-date on program knowledge, systems, and processes
* adhere to all attendance and work schedule requirements
candidate qualifications
* excellent organizational, written, and oral communication skills
* typing speed of 20+ words per minute
* basic understanding of windows operating system
* highly reliable with regular attendance and punctuality
* aptitude for conflict resolution, problem-solving, and negotiation
* 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
compensation & benefits
at mci, compensation is based on experience with a variety of benefits and incentives designed to support and reward team members. Recent details include:
* paid time off: pto and paid holidays
* incentives & rewards: contests with cash bonuses and prizes
* health benefits: medical, dental, and vision coverage after 90 days; mec medical plans after 30 days (options vary by location)
* retirement savings; disability insurance; life insurance
* career growth: focus on internal promotions
* paid training; casual dress code; fun, engaging work environment
what you can expect from mci
we offer benefits and incentives that go beyond a paycheck to support work-life balance and growth. Specific offerings may vary by geography.
physical requirements
role operates in a professional office environment. The role is largely sedentary and requires long periods of computer and telephone headset use; occasional movement within the office and the ability to lift 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 fingerprint; job offers contingent on results.
* willingness to submit to drug screening; job offers contingent on results.
reasonable accommodation
in line with the americans with disabilities act (ada), mci provides reasonable accommodations upon request, where feasible. Please contact human resources for accommodation requests.
equal opportunity employer
mci maintains a work environment free from discrimination and harassment. All aspects of employment are based on merit and qualifications. Mci will consider qualified applicants with criminal histories in accordance with local and federal requirements.
about mci
mci helps clients address cx and dx challenges with industry-leading solutions, including bpo, staffing, contact center services, and it services. Mci's subsidiaries operate across multiple locations and employ 10,000+ people with a broad portfolio of brands and services.
the employer reserves the right to revise this job description. This description is not an employment contract and may be modified at any time.
job details
* seniority level: entry level
* employment type: full-time
* job function: other
* industries: it services and it consulting
note: referrals increase your chances of interviewing at mci. This posting also includes additional context and information about the role.
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