Remote Call Center Specialist - CX & Upsell

MCI; United States; Remote; USD 32,000 - 45,000; Full time

Job summary

MCI is seeking a Call Center Representative for remote, work-from-home support to handle inbound and outbound customer service and sales projects for a variety of clients. You will resolve inquiries, upsell products, and maintain high customer satisfaction with strong problem-solving skills.

The role offers extensive training and clear advancement paths into supervision, training, and operations management within a growing CX/BPO organization.

Qualifications

• 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.

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

Communication skills

Typing 20 wpm

MS Office

Customer service

Problem solving

Team player

Attendance reliability

Education

High school diploma or equivalent

Job description

MCI is seeking a Call Center Representative for remote, work-from-home support to handle inbound and outbound customer service and sales projects for a variety of clients. You will resolve inquiries, upsell products, and maintain high customer satisfaction with strong problem-solving skills.

The role offers extensive training and clear advancement paths into supervision, training, and operations management within a growing CX/BPO organization.