Customer Experience Call Center Specialist - Remote/On-Site

MCI; Northern (KY); Hybrid; USD 30,000 - 45,000; Full time

Job summary

MCI is seeking Call Center Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. You will handle inquiries, assist with customer service questions, and upsell products and services.

This role offers advancement opportunities including Supervisor, Trainer and Operations Management. To apply, complete a full application on our careers page with screening questions and a brief pre-employment test.

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

Typing 20+ wpm

Customer service oriented

Communication skills

Team oriented

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

MCI is seeking Call Center Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. You will handle inquiries, assist with customer service questions, and upsell products and services.

This role offers advancement opportunities including Supervisor, Trainer and Operations Management. To apply, complete a full application on our careers page with screening questions and a brief pre-employment test.