Overview

Job Description: LOCATION: Las Cruces, NM POSITION OVERVIEW: MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We're hiring entry-level Call Center Representatives to support a variety of inbound and outbound customer service and sales campaigns for a diverse range of clients. In this role, you'll engage with customers over the phone answering questions, resolving concerns, and identifying opportunities to introduce new products and services. This is a great opportunity for individuals with a positive attitude and strong people skills. If you've worked in customer-facing roles such as retail, hospitality, or food service, we encourage you to apply! To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. : POSITION RESPONSIBILITIES: WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. Key Responsibilities:Handle inbound and outbound calls in a friendly, timely, and professional mannerResolve customer issues effectively, aiming for first-call resolutionResearch internal systems to locate missing information and collaborate with other departments as neededAccurately document customer interactions and process claimsEngage in solution-focused conversations to identify the best options for customersFollow scripts, policies, and procedures while using training resources to provide accurate informationMaintain confidentiality and handle sensitive information appropriatelyEscalate complex issues to supervisors or specialized teams when necessaryAttend training sessions and team meetings to stay up to date on systems and proceduresAdhere to assigned schedules and attendance expectations CANDIDATE QUALIFICATIONS: WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. QualificationsMust be 18 years or olderHigh school diploma or equivalentStrong communication and organizational skillsTyping speed of at least 20 words per minuteBasic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)Familiarity with Windows operating systemsDependable and punctual with strong time managementAbility to troubleshoot and follow up on customer issuesStrong problem-solving and conflict resolution skillsCustomer-focused with empathy, patience, and professionalismAble to multitask, stay focused, and work independentlyTeam-oriented w