Work at Home Customer Service Agent

Position Overview: Work at Home Customer Service Agent

MCI, a rapidly growing tech-enabled business services company, is seeking a dedicated Work at Home Customer Service Agent to join its expanding operations. This role is crucial for delivering exceptional Customer Experience (CX), Business Process Outsourcing (BPO), and XaaS cloud technology solutions across diverse industries including healthcare, retail, government, and financial services. You will be an integral part of a team committed to fostering an environment of continuous learning, professional development, and career growth within an industry-leading organization.

As a Work at Home Customer Service Agent, you will support customer service, technical assistance, and customer sales interactions. This involves engaging with numerous customers weekly, resolving support issues, promoting new products and services, and consistently providing a best-in-class customer experience. Success in this role requires confidence, full engagement, strong teamwork, and a consistently positive and enthusiastic approach to your work.

To be considered, candidates must complete a full application on MCI's careers page, including all screening questions and a brief pre-employment test.

Position Responsibilities

• Listen attentively to customers, understand their specific needs, and effectively resolve customer issues.
• Utilize various systems and technologies to efficiently complete account management tasks.
• Identify sales opportunities and apply effective sales skills to upgrade products or services.
• Clearly explain and position products and processes to customers.
• Appropriately escalate complex customer dissatisfaction issues to the managerial team.
• Ensure first-call resolution through adept problem-solving and effective call handling.

Candidate Qualifications

MCI encourages all positive and driven applicants to apply. The ideal Work at Home Customer Service Agent will be highly motivated, dedicated, and possess the following qualities:

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words per 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.
• 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.
• 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.

Compensation & Benefits

MCI values its team members' contributions, offering competitive compensation and benefits packages designed to grow with your career. Starting compensation is experience-based, complemented by a variety of benefits and incentives:

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC medical plans after 30 days.
• Retirement Savings: Access retirement savings programs where available.
• Disability Insurance: Short-term disability coverage.
• Life Insurance: Life insurance options for your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Significant advancement opportunities with a focus on internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Engaging Work Environment: Enjoy a team-oriented culture.
• Casual Dress Code: Be comfortable while you work.

Key skills/competency

• Customer Service
• Technical Support
• Sales Acumen
• Conflict Resolution
• Problem Solving
• Communication Skills
• Typing Speed
• Microsoft Office
• Windows OS
• Time Management