.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.
We are looking for inbound customer service agents to support projects for a wide variety of clients.
You will be responsible for answering inbound calls, handling customer questions and complaints, and seizing opportunities to upsell products when they arise.
Candidates should have a social and positive demeanor, a strong work ethic, and have a track record of working well with customers.
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?
This position supports customer service, technical support, and customer sales interactions.
It requires you to 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.
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 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 managerial for resolution as needed 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 Candidate Qualifications WONDER IF YOU ARE A GOOD FIT?
We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply.
This position relies on building relationships and turning the knowledge you gain in training into customer wins.
Ideal candidates for this position are highly motivated, energetic, and dedicated