Customer Experience Call Center Specialist

MCI; Savannah (GA); On-site; USD 32,000 - 52,000; Full time

Job summary

MCI is seeking a Call Center Representative to support inbound and outbound customer service and sales projects for a wide variety of clients in Savannah, GA. You will handle inquiries, assist customers with questions, and up-sell products and services while delivering exceptional service.

Join a growing team with industry-leading training and opportunities for advancement into supervision, training, or operations management, as part of a company with a strong on-site and remote agent network

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• An aptitude for conflict resolution, problem-solving, and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• 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 customers.

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

Skills

Customer service

Problem solving

Communication

Typing 20+ wpm

Microsoft Office

Windows OS

Attendance

Multitasking

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

MCI is seeking a Call Center Representative to support inbound and outbound customer service and sales projects for a wide variety of clients in Savannah, GA. You will handle inquiries, assist customers with questions, and up-sell products and services while delivering exceptional service.

Join a growing team with industry-leading training and opportunities for advancement into supervision, training, or operations management, as part of a company with a strong on-site and remote agent network