Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $11.10 - $15.10
Benefits
Paid Time Off
Incentives and rewards including cash bonuses and prizes
Health benefits including medical, dental, and vision coverage
Retirement savings programs
Disability insurance
Life insurance
Career growth opportunities
Paid training
Fun, Engaging Work Environment
Casual dress code
Job Description
MCI is a leading Business Process Outsourcing (BPO) company known for delivering tailored solutions that meet the diverse needs of its clients across various industries. Established as a trusted partner in the industry, MCI focuses on combining innovation and excellence to drive outstanding customer experiences and operational performance. As a holding company, MCI operates through numerous subsidiaries providing a broad array of tech-enabled business services, including customer contact management, IT services, business process management, collections, claims processing, and much more. With over 10,000 skilled professionals and more than 150 diverse client partners across North America, MCI prides itself on creating... Show More
Job Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Ability to type 20+ words a minute
- Basic knowledge of Microsoft Office Suite
- Basic understanding of Windows operating system
- Highly reliable with regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- Aptitude for conflict resolution, problem-solving, and negotiation
- Customer service oriented
- Ability to multi-task and self-manage
- Strong team orientation and customer focus
- Ability to thrive in fast-paced, changeable environments
- Excellent interpersonal skills
Job Qualifications
- 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 the 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
Job Duties
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Ensure first-call resolution through problem-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
- Lead fact-finding discussions to determine the best options for the customer
- 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 managers for resolution as needed
- Attend meetings and training and review all new training material to stay current on program knowledge, systems, and processes
- Adhere to all attendance and work schedule requirements
Job Location
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