.Position OverviewMCI 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.We are looking for inbound call center agents to join our growing team! In this role, you will handle inbound calls, troubleshoot basic technical issues, build strong customer relationships, and fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. Prior call center experience is not required; candidates experienced in customer service industries, such as servers, bartenders, and retail associates, are encouraged to apply!To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.Position Responsibilities What Does Someone in This Role Actually Do?In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers nationwide each week to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.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 as applicable; 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 and managers for resolution as needed.Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and processes.Adhere to all attendance and work schedule requirements.Candidate Qualifications Wonder If You Are a Good Fit for This Position?Qualifications All positive, and driven applicants are encouraged to apply
