Contact Center Representative I (Entry-Level)

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of our clients. We're hiring entry-level Call Center Representatives to support inbound and outbound customer service, technical support, and sales campaigns. In this role, you will answer questions, resolve concerns, and identify opportunities to introduce new products and services. This is a great opportunity for individuals with a positive attitude and strong people skills. To be considered, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Key Responsibilities

• Handle inbound and outbound calls in a friendly, timely, and professional manner
• Resolve customer issues effectively, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments
• Accurately document customer interactions and process claims
• Engage in solution-focused conversations to identify the best options for customers
• Follow scripts, policies, and procedures while utilizing training resources
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or specialized teams when necessary
• Attend training sessions and team meetings to stay current on systems and procedures
• Adhere to assigned schedules and attendance expectations

Required Qualifications

• Must be 18 years or older
• High School Diploma or equivalent
• Strong communication and organizational skills
• Typing speed of at least 20 words per minute
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with strong time management
• Ability to troubleshoot and follow up on customer issues
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy, patience, and professionalism
• Able to multitask, stay focused, and work independently
• Team-oriented with a collaborative mindset
• Comfortable in a fast-paced, dynamic environment
• Excellent interpersonal skills and ability to build rapport

Benefits & Perks

Compensation: Starting compensation is based on experience.

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in contests offering cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage available after qualifying periods.
• Retirement Savings: Programs to help secure your future.
• Disability & Life Insurance: Coverage to help protect you and your loved ones.
• Career Growth: Significant advancement opportunities through internal promotions.
• Paid Training: Learn new skills while earning.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture with a casual dress code.