Entry-Level Contact Center Representative

About the Role

MCI is hiring entry-level Contact Center Representatives to support customer service and sales projects for a diverse client base. This role involves handling customer inquiries, resolving issues, and identifying opportunities to promote additional products and services.

Key Responsibilities

• Answer inbound and outbound calls professionally and courteously.
• Resolve customer concerns efficiently, aiming for first-call resolution.
• Research internal systems to locate missing information and collaborate with other departments.
• Accurately document customer interactions and process claims.
• Engage in solution-based conversations to recommend the best options.
• Follow scripts, policies, and procedures, using training resources for accurate information.
• Maintain confidentiality and handle sensitive information appropriately.
• Escalate complex issues to the appropriate personnel.
• Attend training sessions and team meetings to stay current on updates and best practices.
• Adhere to attendance and scheduling requirements.

Requirements & Tech Stack

• Windows operating systems
• Microsoft Office (Word, Excel, PowerPoint, Outlook)

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• Strong written, verbal, and organizational communication skills.
• Ability to type at least 20 words per minute.
• Basic proficiency in Microsoft Office.
• Familiarity with Windows operating systems.
• Dependable and punctual with excellent time management.
• Strong problem-solving and conflict resolution skills.
• Customer-focused with empathy, patience, and professionalism.
• Able to multitask, self-manage, and stay focused.
• Team-oriented with a collaborative mindset.
• Comfortable working in a fast-paced, dynamic environment.
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues.
• Must be authorized to work in the country where the job is based.
• Willing to submit to a background and/or security investigation.
• Willing to submit to drug screening.

Physical Requirements: Largely sedentary role requiring sitting/standing for long periods while using a computer and telephone headset. Regularly operate a computer and other office equipment. May occasionally move about the office and lift/move objects up to forty (40) pounds.