Customer Service Representative

3 weeks ago

Savannah, Georgia, United States MCI Careers Full time
Job Overview
MCI Careers is seeking highly motivated and customer-focused individuals to join our team as Support Agents. As a Support Agent, you will play a critical role in providing exceptional customer experiences for our clients. If you are passionate about delivering outstanding service and have excellent communication skills, we encourage you to apply for this exciting opportunity.

The ideal candidate will be able to handle multiple customer interactions simultaneously, while also resolving complex issues and making sound decisions. You will be part of a dynamic team that values teamwork, empathy, and continuous learning.

About MCI Careers
MCI Careers 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 offer a competitive salary package, including an estimated $11.10 - $16.10 per hour, along with comprehensive benefits, opportunities for advancement, and a fun, engaging work environment.

Key Responsibilities
• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problems solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• 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 managerial for resolution as needed
• Attend meetings and training and review all new training material 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 prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers
• Preferred: One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• Preferred: State or Federal work experience

Benefits
We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars.

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