Contact Center Representative I (Entry-Level)

Position 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.

We're hiring entry-level Call Center Representatives to support a variety of inbound and outbound customer service and sales campaigns for a diverse range of clients. In this role, you'll engage with customers over the phone by answering questions, resolving concerns, and identifying opportunities to introduce new products and services.

This is a great opportunity for individuals with a positive attitude and strong people skills. If you've worked in customer-facing roles such as retail, hospitality, or food service, we encourage you to apply!

To be considered for this position, 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 as needed
• 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 using training resources to provide accurate information
• 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 up to date 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 the ability to build rapport with customers and colleagues

Compensation & Benefits that Fit Your Life

At MCI, we believe that your hard work deserves recognition and reward. Our compensation packages are designed to be competitive and grow with you over time. In addition to a starting compensation based on experience, our team members enjoy a wide range of benefits:

• 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: Comprehensive medical, dental, and vision coverage for full-time employees along with MEC medical plan options.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage to help protect you during unexpected challenges.
• Life Insurance: Access to life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness coverage.
• Career Growth: Significant advancement opportunities with a focus on internal promotions.
• 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.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!