Inbound Call Center Representative

1 month ago

Wichita, Kansas, United States MCI Careers Full time
Job Title: Inbound Call Center Agent

Job Summary:

We are seeking a highly motivated and customer-focused Inbound Call Center Agent to join our team. As an Inbound Call Center Agent, you will be responsible for handling inbound calls, providing exceptional customer service, and resolving customer issues in a timely and professional manner.

Key Responsibilities:

  • Handle inbound calls in a courteous and professional manner
  • Provide exceptional customer service and resolve customer issues
  • Utilize knowledge base and training to accurately answer customer questions
  • Escalate customer issues to the appropriate staff and managers for resolution as needed
  • Attend meetings and training to stay up-to-date on program knowledge, systems, and processes

Requirements:

  • 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 are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications:

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience

Compensation and Benefits:

We offer competitive compensation and benefits, including paid time off, paid holidays, and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation package, including monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

Work Environment:

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.

Equal Opportunity Employer:

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.

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