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Call Center Representative

1 month ago

Orange Park, Florida, United States MCI Military Recruitment Full time
Job Title: Call Center Representative

Are you a customer service enthusiast looking for a challenging and rewarding role? Do you have excellent communication skills and a passion for delivering exceptional customer experiences? We're seeking a highly motivated and dedicated Call Center Representative to join our team at MCI.

Job Summary:

We're looking for a skilled Call Center Representative to handle inbound and outbound calls, provide exceptional customer service, and support our sales team. As a key member of our customer experience team, you'll be responsible for resolving customer issues, selling new products and services, and ensuring a best-in-class customer experience.

Key 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 customers
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate 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
  • Adhere to all attendance and work schedule requirements
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
Working Conditions:

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.

Compensation and Benefits:

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage options, paid time-off, regular raises, advancement opportunities, and a fun, engaging work environment.

Diversity and Equality:

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is free from discrimination and harassment and where all employees are treated with dignity and respect.