Customer Service Agent Wichita KS

3 days ago


Wichita, Kansas, United States MCI Careers Full time

We are seeking a Customer Service Agent to support our clients in Wichita, KS. This role involves working directly with customers to respond to inquiries, manage complaints, and upsell new products and services.

Responsibilities
  • Handle inbound and outbound calls in a courteous, timely, and professional manner.
  • Ensure first call resolution through problem-solving and effective call handling.
  • Research systems to find missing information and coordinate with other departments to resolve issues.
  • Accurately document and process customer claims in appropriate systems.
  • Lead fact-finding discussions to determine the best options for the customer.
  • Utilize a knowledge base and training to accurately answer customer questions while following required scripts, policies, and procedures.
  • Comply with requirements surrounding confidential information and personal information.
  • Escalaate customer issues to the appropriate staff and management for resolution as needed.
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes.
Requirements
  • Be 18 years of age or older.
  • Have a high school diploma or equivalent.
  • Have excellent organizational, written, and oral communication skills.
  • Be able to type swiftly and accurately (20+ words a minute).
  • Have basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Have a basic understanding of Windows operating system.
  • Be highly reliable with the ability to maintain regular attendance and punctuality.
  • Be able to evaluate, troubleshoot, and follow-up on customer issues.
  • Have an aptitude for conflict resolution, problem-solving, and negotiation.
  • Be customer service oriented (empathetic, responsive, patient, and conscientious).
  • Be able to multi-task, stay focused, and self-manage.
  • Have strong team orientation and customer focus.
  • Be able to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • Have excellent interpersonal skills and the ability to build relationships with your team and customers.

We offer competitive compensation ($38,000 - $45,000 per year), paid time off, paid holidays, and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy. We also provide medical, dental, and vision coverage options, regular raises, advancement opportunities, a fun, engaging work environment, casual dress code, and cash and prize contests.



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