Onsite Call Center Representative

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, helping to support 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.-:
POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Ensure first call resolution through problems 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 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 FOR THIS POSITION?**

**Qualifications**
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- An aptitude for conflict resolution, problem-solving, and negotiation
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and custom

COMPENSATION DETAILS:
**WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?**

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

**What You Can Expect from MCI**:
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

- ** Paid Time Off**: Earn PTO and paid holidays to take the time you need.
- ** Incentives & Rewards**: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars
- ** Health Benefits**: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
- ** Retirement Savings**: Secure your future with retirement savings programs, where available.
- ** Disability Insurance**: Short
- and long-term disability coverage is available to help protect you during unexpected challenges.
- ** Life Insurance**: Access life insurance options to safeguard your loved ones.
- ** Career Growth**: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- ** Paid Training**: Learn new skills while earning a paycheck.
- ** Fun, Engaging Work Environment**: Enjoy a team-oriented culture that fosters collaboration and engagement.
- ** Casual Dress Code**: Be comfortable while you work.

**Compensation & Benefits that Fit Your Life**
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required