• Handle inbound/outbound sales calls • Problem solving & documentation • Follow scripts and internal procedures • Maintain a calm, quiet work environment

• Answer all inbound calls with professionalism and customer service framework communication. • Following up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed • Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls) • Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery. • Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors. • Document and complete Call Center Form for data call log. • Fulfill surveys/reports issued by Call Center Supervisor as needed. • Complete Call Center task assignments provided by management team • Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals. • Maintain confidentiality and always comply to HIPAA regulations. • Assist with intake calls for case management as needed for coverage and staff call outs. • Provide support to the clinical team and chart maintenance as needed. • Perform other duties and tasks as assigned by Senior Clerical Team • Perform other related duties and tasks as assigned by the Call Center Supervisor.

Role Description The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional and timely manner. Primary responsibilities include: - Deliver exceptional customer service to all callers - Answer incoming calls in a timely manner - Identify caller’s needs for call resolution - Adhere to company scripts and procedures to ensure consistency - Provide customers with product and service information - Accurately process online reservations - Accurately document call information and interactions - Maintain knowledge base of evolving products and services - Identify and escalate issues to supervisors - Maintain Quality Assurance standards - Ongoing training for all CCS client programs and accounts - Other duties as assigned Qualifications - G.E.D. or higher education level - One year of call center or customer service experience - Understanding of basic computer hardware, software, and general systems - Computer navigation & typing skills to manage multiple programs, platforms, and systems - Ability to identify, understand, and protect confidential information - Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction - Excellent written communication and documentation skills - Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules - Strong problem-solving skills and attention to detail Requirements - 20-40 hours per week - Available Saturday or Sunday - Available shifts: - 4:30 PM - 12:30 AM CST - 8:00 AM - 6:00 PM CST - 10:00 AM - 9:00 PM CST - 7:00 AM - 12:00 PM CST - 12:00 PM - 6:00 PM CST Equipment Requirements - Keyboard - F1 - F12 keys, Page Up/Page Down - Two monitors - Webcam - Ability to connect to internet via an ethernet cord (WIFI not permitted) - Wired USB Headset - Windows 11 - 8 gigs of RAM or more (Installed Physical Memory) - Intel i3 or AMD Ryzen 3 CPU or better Benefits - Work from home - Monthly Performance Bonus Opportunities - Medical insurance (full-time employees) - Dental, and Vision insurance (full-time employees) - 401k - Paid time off - Life insurance - Holiday incentive pay - Employee events and activities - Advancement opportunities A two-week remote training begins Monday, April 6th and follows the schedule of Monday - Friday, 8:00 am – 4:30 pm CST.

Role Description 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 are looking for motivated Remote Bilingual Call Center Sales Representatives to join our growing team. If you have a passion for sales, enjoy working remotely, and are driven by results, this is the perfect opportunity to grow your career in a supportive and rewarding environment. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Qualifications - Must be 18 years or older - High School Diploma/GED - 1-2 years of sales experience, preferably in a call center or remote setting - Strong persuasive and negotiation skills - Self-motivated with a results-oriented mindset - Excellent communication and interpersonal abilities - Fluent in English and Spanish Requirements - Make outbound calls to prospective customers and follow up on leads - Present and sell company products and services to new and existing customers - Achieve daily, weekly, and monthly sales targets - Maintain a high level of product knowledge to effectively address customer needs - Record all sales activities and customer interactions in the CRM system - Provide feedback to management on customer trends and market conditions Company Description