Work at Home Contact Center Agent (Full-Time & Part-Time) (NE)

Mass Markets; Fort Wayne (IN); Remote; USD 30,000 - 45,000; Full time

Job summary

A leading BPO provider in Fort Wayne, Indiana seeks a Customer Service Representative to support customer interactions, resolve issues, and sell services. Requires strong communication, organizational skills, and a high school diploma. Competitive benefits include paid time off, health insurance, and career growth opportunities.

Benefits

Paid Time Off

Health benefits

Career growth opportunities

Paid training

Fun work environment

Qualifications

• Must be 18 years of age or older.
• Excellent organizational, written, and oral communication skills.
• Basic knowledge of Microsoft Office Suite and Windows.

Responsibilities

• Listen to customers and resolve issues.
• Utilize systems for account management tasks.
• Explain and position products with customers.

Skills

Organizational skills

Communication skills

Typing skills

Customer service orientation

Problem-solving

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Windows operating system

Job description

Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure best in class customer experience. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunity and apply sales skills to upgrade
• Explain and position the products and processes with customers
• Appropriately escalate customer dissatisfaction with managerial team
• Ensure first call resolution through problem solving and effective call handling

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

Compensation & Benefits

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Additional Details

Compensation & Benefits That Fit Your Life: MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits and incentives may vary by geography, but the core commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. The employee will be largely seated and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally move about the office to accomplish tasks and may lift up to forty (40) pounds.

Conditions of Employment

All MCI Locations: Must be authorized to work in the country where the job is based.

Subject to the program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Reasonable Accommodation

In accordance with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability. If accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

All aspects of employment at MCI are based on merit and qualifications. MCI maintains a work environment free from discrimination. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. MCI provides reasonable accommodation to qualified employees with protected disabilities as required by law.

About MCI (Parent Company)

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions and driving optimal performance. MCI provides BPO, staff augmentation, contact center customer services, and IT Services, including hosting, software, staff, and services. MCI operates multiple subsidiaries and brands and employs 10,000+ individuals with 150+ North American client partners.

The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. Supervisors may assign additional duties as needed. The employer reserves the right to revise this job description at any time. This description does not constitute an employment contract, and either party may terminate employment at any time for any reason.