Customer Service Representative (Non-Voice)

Position Overview

MCI 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 are seeking a highly skilled and motivated Customer Service Representative to join our team and provide outstanding customer support to our offshore clients. The successful candidate will provide support through various channels like email and chat services. Must be customer service oriented (empathetic, responsive, patient, and conscientious).

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

1. Respond to the client via email and chat services in a courteous, timely, and professional manner.
2. Understand customer needs and resolve any concerns.
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable.
4. Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
5. Utilize systems and technology to complete tasks.
6. Follow all required scripts, policies, and procedures.
7. Utilize knowledge base and training to accurately respond to customer requests.
8. Comply with requirements surrounding confidential information and personal information.
9. Appropriately escalate customer concerns with the managerial team.
10. Ensure first call resolution through problem solving and effective call handling.
11. Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes.
12. Adhere to all attendance and work schedule requirements.
13. Attend to other essential duties related to the position to meet the ongoing needs of the company.

Candidate Qualifications

The position is about building relationships and turning the knowledge gained during your training into customer wins. All positive, driven, and confident applicants are encouraged to apply. The ideal candidates for this position are highly motivated, energetic, and dedicated.

1. Must be 18 years of age or older.
2. High school diploma or equivalent.
3. The ability to read and speak fluent English.
4. 6 months email and chat support call center experience handling US accounts.
5. Excellent organizational, written, and oral communication skills.
6. Familiarity with a computer, Windows PC applications, and ability to learn new and complex computer system applications.
7. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
8. The ability to type swiftly and accurately (40+ words a minute with 95% accuracy).
9. Grammar Assessment passing score > 90%.
10. Excellent comprehension skills score > 90%.
11. Knowledge of CRM platforms will be advantageous.
12. The ability to evaluate, troubleshoot, and follow-up on customer issues.
13. An aptitude for conflict resolution, problem solving, and negotiation.
14. Ability to multi-task, stay focused, and self-manage.
15. Strong team orientation and customer focus.
16. The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
17. Excellent interpersonal skills and the ability to build relationships with your team and customers.
18. Highly reliable with the ability to maintain regular attendance and punctuality.
19. Flexibility to work in shifts, including weekends and holidays.

Compensation Details

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

1. Paid Time Off: Earn PTO and paid holidays to take the time you need.
2. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
3. Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
4. Retirement Savings: Secure your future with retirement savings programs, where available.
5. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance: Access life insurance options to safeguard your loved ones.
7. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training: Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code: Be comfortable while you work.

Physical Requirements

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.

CONDITIONS OF EMPLOYMENT

All MCI Locations

1. Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

1. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

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.

About MCI (parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.