Remote outbound representative promoting products and qualifying leads for MCI. Maintaining customer records and meeting call and conversion targets from home.
About the role
- Remote call center representative handling customer service, technical support, and sales for MCI’s BPO and technology services. Resolving issues and managing customer accounts.
Responsibilities
- Handle inbound customer inquiries
- Troubleshoot basic technical issues
- Assist customers with adding or removing products and services
- Support customer service, technical support, and customer sales interactions
- Interact with hundreds of customers each week across the country
- Resolve customer support issues
- Sell new products and services
- Ensure a best-in-class customer experience
- Listen to customers, understand their needs, and resolve issues
- Use systems and technology to complete account management tasks
- Recognize sales opportunities and apply sales skills to upgrade products or services
- Explain and position products and processes to customers
- Escalate customer dissatisfaction appropriately to the managerial team
- Ensure first-call resolution through problem solving and effective call handling
- Perform computer- and telephone-based work while seated or standing for long periods
- Operate computers, telephones, copiers, printers, and other office equipment
Requirements
- 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 at 20+ words per minute
- Basic knowledge of Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook
- Basic understanding of the Windows operating system
- Highly reliable with regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- Aptitude for conflict resolution, problem solving, and negotiation
- Customer-service orientation, including empathy, responsiveness, patience, and conscientiousness
- Ability to multitask, 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 ability to build relationships with team members and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a Level II background and/or security investigation with fingerprint
- Must be willing to submit to drug screening; does not apply in Canada
- Must have a home broadband connection
Benefits
- Paid time off and paid holidays
- Supplemental health coverage through Blue Cross for full-time employees
- Life insurance options
- Accident and critical illness insurance
- Career growth and internal promotion opportunities
- Paid training
- Team-oriented, collaborative work environment
- Casual dress code
- Employer-provided equipment if needed
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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