Call Center Representative

Full-TimeAPPLICATION DETAILSNo Resume Required, Entry-LevelPOSITION OVERVIEWMCI 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 seeking enthusiastic Call Center Representatives to support a range of inbound and outbound customer service and sales initiatives . In this role, you’ll respond to incoming inquiries, reach out to existing customers to provide support, and promote new products and services. Opportunities are available across various projects, including government programs and some of the world’s most recognized brands.We’re looking for individuals with strong communication skills, a positive attitude, and a commitment to reliability and continuous learning.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.KEY RESPONSIBILITIESHandle inbound and outbound calls with professionalism and courtesyResolve customer issues efficiently, aiming for first-call resolutionResearch and retrieve information across systems to support customer needsAccurately document customer interactions and process claimsGuide customers through options to find the best solutionsUse training and resources to answer questions while adhering to scripts and policiesMaintain confidentiality and handle sensitive information appropriatelyEscalate complex issues to the appropriate team members when necessaryParticipate in training sessions and stay current on updates and proceduresFollow attendance and scheduling requirements consistentlyCANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:Minimum age of 18High school diploma or equivalentStrong written and verbal communication skillsTyping speed of at least 20 words per minuteBasic proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Familiarity with Windows operating systemsDependable and punctual with excellent time managementProblem-solving and conflict resolution skillsCustomer-focused mindset with empathy and patienceAbility to multitask and work independentlyTeam-oriented with a collaborative spiritComfortable in a dynamic, fast-paced environmentCONDITIONS OF EMPLOYMENTAll MCI Locations – Must be authorized to work in the country where the job is based.Subject to the program and location of the position – 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.Must be willing to submit to drug screening. Job offers are contingent on drug screening results.COMPENSATION DETAILSAt MCI, your hard work deserves recognition and rewards. 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 MCIWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:HMO Coverage plus a dependent – Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverageDental Coverage – In-house dental assistance worth ₱5,000, giving you easier access to quality careFree meal during trainingCareer growth and learningAllowances for rice, clothing, laundry and mealsPerformance and loyalty bonusesFrequent disinfection, fogging of workplaceOpportunities for growth and promotionEmployee shuttle servicesCompany retreats and off-site eventsSharpen your social skills while meeting awesome people and making new friendsPlus, more in-office rewards, raffles, recognition gifts, and treatsCOMPENSATION & BENEFITS THAT FIT YOUR LIFEMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply todayPHYSICAL REQUIREMENTSThis 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.REASONABLE ACCOMMODATIONConsistent 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 accommodations applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.DIVERSITY AND EQUALITYAt 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. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.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 by providing general and specialized hosting, software, staff, and services.In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP),