Dallas Contact Center Representative

4 weeks ago


Dallas, Texas, United States MCI Careers Full time
Job Title: Dallas Contact Center Representative

Job Summary:

We are seeking a highly motivated and customer-focused Contact Center Representative to join our team in Dallas. As a Contact Center Representative, you will be responsible for providing exceptional customer service and sales support to our clients. You will be handling inbound and outbound calls, resolving customer issues, and selling new products and services.

Key Responsibilities:

  • Handle inbound and outbound calls in a courteous and professional manner
  • Ensure first call resolution through effective problem-solving and 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 knowledge base and training to accurately answer customer questions and follow 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

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

What We Offer:

  • Competitive starting compensation
  • Regular raises and promotions based on performance
  • Paid time off and holidays
  • Paid training opportunities
  • Regular daily, weekly, and monthly incentives
  • Medical, dental, and vision coverage options
  • Cash and prize contests

Why Work with MCI Careers?

We are a dynamic and growing company that values our employees and provides opportunities for advancement. We offer a fun and engaging work environment, a casual dress code, and a commitment to diversity and inclusion. If you are a motivated and customer-focused individual who is looking for a challenging and rewarding career, we encourage you to apply for this exciting opportunity.



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