Remote & Onsite Call Center Specialist

MCI; Las Cruces (NM); Hybrid; USD 32,000 - 52,000; Full time

Job summary

MCI is seeking a Call Center Representative in Las Cruces, NM to support inbound and outbound customer service and sales projects for a wide variety of clients. You will handle inquiries, assist customers, and up-sell products and services, contributing to high levels of customer satisfaction.

This role offers industry-leading training and opportunities for advancement within a fast-paced environment. You will work with a diverse set of programs and brands, requiring strong problem-solving and

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

18 years or older

High school diploma or equivalent

Organizational skills

Written communication

Oral communication

Typing 20+ WPM

Microsoft Office Suite

Windows operating system

Punctuality

Problem solving

Multitasking

Team orientation

Interpersonal skills

Adaptability to change

Customer service oriented

Education

High school diploma or equivalent

Job description

MCI is seeking a Call Center Representative in Las Cruces, NM to support inbound and outbound customer service and sales projects for a wide variety of clients. You will handle inquiries, assist customers, and up-sell products and services, contributing to high levels of customer satisfaction.

This role offers industry-leading training and opportunities for advancement within a fast-paced environment. You will work with a diverse set of programs and brands, requiring strong problem-solving and