Descripción de la oferta
Location
Hermosillo, SO
Position Overview
MCI is a leading provider of business process outsourcing and contact center services. This role supports a variety of inbound and outbound customer service and sales projects, handling inbound inquiries, making outbound calls to existing customers, and offering new products and services.
Responsibilities
Handle inbound and outbound contacts courteously, promptly, and professionally.
Ensure first‑call resolution by troubleshooting and effectively handling calls.
Investigate systems to locate missing information as appropriate; coordinate with other departments to resolve issues when necessary.
Document accurately and process customer claims in the appropriate systems.
Lead research discussions to determine the best options for the customer.
Utilize the knowledge base and training to answer customer questions following all scripts, policies, and procedures required.
Comply with requirements related to confidential and personal information.
Escalate customer issues to the appropriate personnel and managers for resolution as needed.
Attend meetings and training and review all new training material to stay updated on program, systems, and process changes.
Comply with all attendance and work schedule requirements.
Qualifications
Minimum 18 years of age.
High school diploma or equivalent.
Excellent organizational, written, and oral communication skills.
Typing speed of more than 20 words per minute.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Basic understanding of Windows operating system.
Reliable with ability to maintain regular attendance and punctuality.
Ability to assess, troubleshoot, and follow up on customer issues.
Conflict resolution, troubleshooting, and negotiation skills.
Customer service orientation (empathetic, receptive, patient, and diligent).
Ability to perform multiple tasks, stay focused, and self‑manage.
Strong teamwork orientation with focus on customer.
Thrives in a fast‑paced environment where change and ambiguity are common.
Excellent interpersonal skills and ability to build relationships with team and customers.
Fluency in reading and speaking English.
Conditions of Employment
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers contingent on drug screening results.
Compensation & Benefits
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes.
Health Benefits: Full‑time employees eligible for medical, dental, and vision coverage after 90 days; access to MEC plans after 30 days.
Retirement Savings: Retirement savings programs where available.
Disability Insurance: Short‑ and long‑term disability coverage.
Life Insurance: Life insurance options.
Career Growth: Internal promotion opportunities.
Paid Training: Earn a paycheck while learning new skills.
Engaging Work Environment: Collaborative culture.
Casual Dress Code: Comfortable attire.
Physical Requirements
This job operates in a professional office environment. It is largely sedentary and requires you to sit/stand for long periods while using a computer and telephone headset. You may occasionally move around the office, reach, lift or move objects up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship.
Diversity & Equality
MCI embraces diversity and is committed to equal opportunity. All employment decisions are based on merit and qualifications. MCI maintains a work environment free from discrimination. We do not discriminate based on protected characteristics. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment.
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