Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. This role is the Work-at-Home Inbound Insurance Agent (Paid Training & Licensing). You will 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. The role requires a confident, fully engaged team player who brings a positive and enthusiastic outlook to work each day. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Responsibilities Handle inbound and outbound contacts in a courteous, timely, and professional manner Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services Listen to customers, understand their needs, and resolve customer issues Research systems to find missing information; coordinate with other departments to resolve issues as applicable Utilize systems and technology to complete account management tasks Accurately document and process customer orders in appropriate systems Follow all required scripts, policies, and procedures Comply with requirements surrounding confidential information and personal information Escalate customer issues to the appropriate staff and managerial for resolution as needed Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes Adhere to all attendance and work schedule requirements Qualifications Must be 18 years of age or older High school diploma or equivalent Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words per minute) Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Basic understanding of Windows operating system Highly reliable with the ability to maintain regular attendance and punctuality The ability to evaluate, troubleshoot, and follow-up on customer issues An aptitude for conflict resolution, problem-solving, and negotiation Must be customer service oriented (empathetic, responsive, patient, and conscientious) Ability to multi-task, stay focused, and self-manage Strong team orientation and customer focus The ability to thrive in a fast-paced environment where change and ambiguity prevail Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment State or Federal work experience Conditions of Employment All 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 & Benefits Starting compensation is based on experience. We offer a comprehensive benefits package including Paid Time Off, health benefits, retirement options, and incentives. Paid training is provided, and there are opportunities for career growth. What You Can Expect From MCI Paid Time Off: PTO and paid holidays Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes Health Benefits: Medical, dental, and vision coverage; MEC options after 30 days; eligibility varies by location Retirement Savings: Retirement programs where available Disability and Life Insurance: Short-term disability and life insurance Supplemental Insurance: Accident and critical illness coverage Career Growth: Opportunities for internal promotions Paid Training: Learn new skills while earning a paycheck Casual Dress Code: Comfortable attire About MCI MCI helps customers take on their CX and DX challenges differently, delivering industry-leading solutions that drive performance. We provide BPO, staffing, contact center services, and IT services across multiple locations. We have a diverse set of brands and a large North American footprint. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this job description at any time. This description is not an employment contract, and either party may terminate employment at any time for any reason. EEO Statement MCI is an equal opportunity employer. We do not discriminate based on age, ancestry, color, gender identity, genetic information, marital status, medical condition, national origin, disability, or other protected characteristics. We will consider qualified applicants with criminal histories in accordance with applicable laws. We are committed to a diverse and inclusive work environment. #J-18808-Ljbffr