We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

Job Objective

As an Email and Phone Agent, your primary responsibility is to manage and respond to attendee/exhibitor inquiries, concerns, and requests through email and phone communication channels. You will serve as a crucial point of contact between the organization and its attendees/exhibitors, ensuring a positive customer experience and resolution of issues. This role requires good communication skills, a customer-centric approach, and the ability to work efficiently and accurately within specified guidelines.

Main Responsibilities

• Customer Support:
  • Respond to attendee/exhibitor emails and phone calls promptly, courteously, and professionally.
  • Provide accurate and helpful information to address customer inquiries and resolve their issues or concerns. Reaching out to call center management for any assistance.
  • Maintain a friendly and customer-centric tone in all communications.
• Knowledge Base/Service Knowledge:
  • Be able to communicate business show rules or service offerings to provide attendees/exhibitors with relevant and current information. Ask appropriate questions to get at the room of the issue to decide a course of action.
• Issue Resolution:
  • Listen/Read actively regarding customer concerns, identify their needs, and work towards effective solutions. Escalate complex or unresolved issues call center management.
• Documentation and Record-Keeping:
  • Maintain accurate and detailed records of attendee interactions, inquiries, and resolutions.
• Quality Assurance:
  • Ensure all email and phone communications meet established quality and compliance standards. Follow company policies and guidelines in all interactions with customers.
• Time Management:
  • Efficiently manage your workload, balancing phone calls and email responses while maintaining quality and accuracy. Meet response and resolution timeframes.
• Performance Metrics:
  • Meet ¾ quarters the established performance metrics, such as call resolution times, customer satisfaction scores, and response times.

Job Requirements

• High school diploma or equivalent (some roles may require higher education or specialized training).
• 2 years of customer service in a call center environment is preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Ability to remain calm and professional under pressure.
• Familiarity with customer service software and CRM systems.
• Intermediate computer skills and proficiency in using email and phone systems.
• Attention to detail and accuracy in documentation.
• Good problem-solving and conflict resolution abilities.
• Time management and organizational skills with managerial help.
• Adaptability to different customer needs and inquiries.

Technical Skills

Intermediate proficiency in the following categories:

• Navigating and using Office Word, Office Excel and Microsoft Outlook.
• Digital proficiency working simultaneously across different CRM platforms and knowledge base tools.
• Using spelling and grammar tools such Grammarly and spell check.
• Filtering and sorting skills to filter and sort emails effectively based on priority, keywords, and criteria.
• Security awareness to understand email security best practices, recognizing phishing attempts and ensuring compliance with IT security policies to protect customer information.

Benefit Summary

MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities.

• PTO
• 13 paid Company Holidays, including closure Christmas Eve - New Year’s Day
• 401K
• Medical, Dental, Vision and Supplementary Insurances
• Employer-paid Group Life Insurance, Short-Term and Long-Term Disability
• Employer-paid Family Building Benefit (fertility, adoption, & surrogacy)
• Employer-paid Mental Health Benefit
• Pet Discount Program

Please reach out even if you do not meet all the criteria but are willing to learn and commit to one of our great roles. At MCI USA, we thrive on passion and believe that diverse perspectives make our team stronger. We are dedicated to fostering an inclusive environment with equal opportunities for everyone, regardless of race, color, religion, gender, sexual orientation, marital status, age, or physical/mental ability.

We appreciate all who apply, though only those selected for an interview will be contacted. All applications remain confidential. MCI USA is proud to be an equal opportunity employer. If you need any accommodations during the application or interview process, please reach out to our Senior Vice President of People & Culture.

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!