Call Center Representative

POSITION OVERVIEW

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 expanding our team and looking for motivated Call Center Representatives to join us! In this role, you’ll handle inbound calls and guide customers through the sales process, helping them discover new products and services while delivering exceptional support.

This is a great opportunity to develop your customer service and sales skills in a dynamic, fast-paced environment. We offer both full-time and part-time positions with flexible scheduling options.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to 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.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• Respond to inbound and outbound calls in a friendly, timely, and professional manner
• Resolve customer inquiries effectively, aiming for first-call resolution
• Research and retrieve information across systems to support customer needs
• Accurately document interactions and process claims in internal systems
• Engage customers in solution-focused conversations to identify the best options
• Use training resources and scripts to provide accurate information and support
• Maintain confidentiality and handle sensitive data responsibly
• Escalate complex issues to the appropriate team members when necessary
• Participate in ongoing training and team meetings to stay current on updates
• Adhere to attendance and scheduling expectations

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years or older
• High school diploma or equivalent required
• Strong communication and organizational skills
• Typing speed of at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with strong time management skills
• Ability to troubleshoot, resolve issues, and follow up with customers
• Strong problem-solving and conflict resolution abilities
• Customer-first mindset: empathetic, patient, and responsive
• Ability to multitask and work independently
• Team player with a collaborative attitude
• Comfortable working in a fast-paced, evolving environment
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues

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…