Contact Center Representative

Job Description

Entry-Level Contact Center Representative | MCI

The Tone:
This is an early career role at MCI, located in Las Cruces, NM. MCI is a rapidly growing tech-enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and technology solutions across various industries. This role is crucial for supporting a diverse client base by managing customer inquiries, resolving issues, and identifying opportunities to promote additional products and services, ultimately improving customer experience and business performance.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person Las Cruces, NM
• Mission: Serve as the primary contact for customers, handling inbound and outbound interactions to resolve support issues, sell new products, and ensure a best-in-class customer experience.
• Tech Stack: Microsoft Office (Word, Excel, PowerPoint, Outlook), Windows operating systems

What You’ll Actually Do
• Answer: Professionally handle inbound and outbound calls, assisting with customer service, technical support, and sales interactions.
• Resolve: Efficiently address customer concerns, striving for first-call resolution by researching internal systems and collaborating with other departments.
• Document: Accurately record customer interactions and process claims while maintaining confidentiality of sensitive information.
• Engage: Participate in solution-based conversations to recommend optimal products and services to customers.
• Adhere: Follow established scripts, policies, and procedures, utilizing training resources to provide accurate information and ensure compliance.

The Must-Haves
• Background: Entry-Level. High school diploma or equivalent.
• Experience: No specific years required; prior customer-facing roles in retail, hospitality, or food service are beneficial. Ability to type at least 20 words per minute.
• Skills: Strong written, verbal, and organizational communication skills; basic proficiency in Microsoft Office and familiarity with Windows operating systems; strong problem-solving and conflict resolution skills; customer-focused with empathy, patience, and professionalism; ability to multitask, self-manage, and stay focused; team-oriented with a collaborative mindset; comfortable working in a busy, changing environment; excellent interpersonal skills.
• Bonus: Friendly, upbeat attitude, strong work ethic, dependable and punctual with excellent time management, and a positive, enthusiastic outlook.