Impactful Call Center Agent — Inbound/Outbound CX

MCI; Georgia; Presencial; USD 19.000 - 28.000; Jornada completa

Descripción de la vacante

MCI in the United States is seeking a Call Center Agent to handle inbound and outbound calls, assist residential and business customers with their service needs, resolve concerns, and recommend products that fit their requirements.

Ideal candidates bring strong communication, reliability, and a willingness to learn. The role offers flexible shifts, opportunities for growth, and a focus on delivering excellent customer experiences while supporting sales goals.

Formación

• 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 the 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 are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

Responsabilidades

• 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 stay up-to-date on changes to the program, systems, and processes.
• Adhere to all attendance and work schedule requirements.

Conocimientos

Excellent communication

Typing 20+ wpm

Organizational skills

Customer service oriented

Team orientation

Educación

High school diploma or equivalent

Herramientas

Microsoft Office Suite

Descripción del empleo

MCI in the United States is seeking a Call Center Agent to handle inbound and outbound calls, assist residential and business customers with their service needs, resolve concerns, and recommend products that fit their requirements.

Ideal candidates bring strong communication, reliability, and a willingness to learn. The role offers flexible shifts, opportunities for growth, and a focus on delivering excellent customer experiences while supporting sales goals.