Note: The job is a remote job and is open to candidates in USA. MCI is one of the fastest-growing tech-enabled business services companies in the USA, and they are seeking a Work at Home Contact Center Agent. This role supports customer service, technical support, and customer sales interactions, requiring interaction with customers to resolve issues and sell products and services.
Responsibilities
- Listen to customers, understand their needs, and resolve customer issues
- Utilize systems and technology to complete account management tasks
- Recognize sales opportunity and apply sales skills to upgrade
- Explain and position the products and processes with customers
- Appropriately escalate customer dissatisfaction with managerial team
- Ensure first call resolution through problems solving and effective call handling
Skills
- 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
Benefits
- Paid Time Off: Earn PTO and paid holidays to take the time you need.
- 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!
- Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
- Retirement Savings: Secure your future with retirement savings programs, where available.
- Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
- Life Insurance: Access life insurance options to safeguard your loved ones.
- Supplemental Insurance: Accident and critical illness insurance
- Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- Paid Training: Learn new skills while earning a paycheck.
- Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
- Casual Dress Code: Be comfortable while you work.
Company Overview
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office. It was founded in 2015, and is headquartered in Beverly, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is https://www.massmarkets.com/.
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