Job Description

Customer Service Representative

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

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're hiring Customer Service Representatives to join our inbound contact center team. In this role, you'll assist callers with inquiries, troubleshoot disputes, process payments, and provide accurate information all while delivering a professional and empathetic customer experience.

This is an entry-level position offering paid training and growth opportunities. While prior contact center experience is not required, experience in customer service, tech support, inside sales, or back-office support is a plus. If you're reliable, a strong communicator, and eager to learn, we encourage you to apply!

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.

Position Responsibilities

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen actively to customers, understand their needs, and resolve issues effectively.
• Research systems to locate missing information and coordinate with other departments as needed.
• Follow client-specific processes and perform all tasks with professionalism.
• Use internal systems and tools to manage customer accounts and process claims.
• Accurately document customer interactions and outcomes in appropriate systems.
• Follow required scripts, policies, and procedures to ensure consistency and compliance.
• Use training and knowledge base resources to answer customer questions accurately.
• Maintain confidentiality and comply with data protection requirements.
• Escalate unresolved or complex issues to the appropriate team or supervisor.
• Strive for first-call resolution through effective problem-solving and call handling.
• Attend meetings and training sessions to stay current on updates to systems and processes.
• Adhere to all attendance and scheduling requirements.

Candidate Qualifications

Wonder if you are a good fit for this position? All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Must be 18 years or older
• High school diploma or equivalent
• Experience with data entry and computer-based systems
• Fluent in spoken and written English
• Wired high-speed internet connection (Download speed of 20Mbps+)
• Strong organizational, written, and verbal communication skills
• Typing speed of 20+ WPM
• Ability to work scheduled shifts, including during training
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Familiarity with Windows PC applications and ability to learn new systems
• Highly reliable with consistent attendance and punctuality
• Strong problem-solving, conflict resolution, and negotiation skills
• Customer service-oriented: empathetic, responsive, patient, and conscientious
• Ability to multi-task, self-manage, and stay focused
• Comfortable working in a fast-paced, dynamic environment
• Excellent interpersonal skills and ability to build rapport with customers and team members

Preferred (Not Required):

• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
• Previous work-from-home experience
• Experience in state or federal programs

Compensation Details

Want an employer that values your contribution? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & benefits that fit your life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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