Remote Customer Experience Agent (Inbound/Outbound)

MCI

Savannah (GA)

On-site

USD 32,000 - 42,000

Full time

6 days ago

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Job summary

MCI is seeking Call Center Agents in Savannah, GA to support inbound and outbound customer service and sales projects for various clients. You will handle inquiries, assist with questions, and upsell products while delivering exceptional service.

There are opportunities for growth through supervision, training, and operations management as part of our industry-leading training program. Applicants should complete a full application on our careers page and may face a pre-employment test.

Qualifications

Must be 18 years of age or older.
High school diploma or equivalent.
Excellent organizational, written, and oral communication skills.
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.
Reliable with regular attendance and punctuality.
Ability to evaluate, troubleshoot, and follow-up on customer issues.
Aptitude for conflict resolution, problem-solving, and negotiation.
Customer service oriented (empathetic, responsive, patient, and conscientious).
Multi-task, stay focused, and self-manage.
Strong team orientation and customer focus.
Thrive in a fast-paced environment with change and ambiguity.
Excellent interpersonal skills and ability to build relationships.

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.