About the Role
This position supports customer service, technical support, and customer sales interactions. You will 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. You must be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.
Responsibilities
- Listen to customers, understand their needs, and resolve their issues
- Use systems and technology to complete account management tasks
- Recognize sales opportunities and apply sales skills to upgrade services
- Explain and position products and processes to customers
- Escalate customer dissatisfaction to the managerial team as appropriate
- Ensure first call resolution through problem solving and effective call handling
Requirements
- 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 per minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with ability to maintain regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- 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
- Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and ability to build relationships with team and customers
Nice to Have
- Prior contact center experience is not required, but experience in customer service, tech support, inside sales, or back-office support is a plus
Benefits
- Paid Time Off: Earn PTO and paid holidays
- Health Benefits: Full-time employees eligible for supplemental health coverage through Blue Cross
- Life Insurance: Access life insurance options
- Supplemental Insurance: Accident and critical illness insurance
- Career Growth: Focus on internal promotions with significant advancement opportunities
- Paid Training: Learn new skills while earning a paycheck
- Fun, Engaging Work Environment: Team-oriented culture fostering collaboration and engagement
- Casual Dress Code: Be comfortable while you work
Compensation
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Work Arrangement
Remote (Worldwide)
POSITION RESPONSIBILITIES
WHAT DOES A WORK AT HOME CONTACT CENTER REPRESENTATIVE DO? 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. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT? MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.
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 background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
COMPENSATION DETAILS
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.
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
DIVERSITY AND EQUALITY
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
Other
- 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 background/security investigation results
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results (Does not apply in Canada)
- This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset
- The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer
- The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds
- Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship
- At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect
