Customer Service Representative

POSITION OVERVIEW

Dallas, TX

MCI delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries. Our contact centers support both commercial and public sector clients with inbound customer support, technical troubleshooting, help desk assistance, and back‑office processing.

• Manage inbound calls, chats, and emails with professionalism and empathy.
• Resolve product, process, and basic technical inquiries while aiming for first‑contact resolution.
• Identify customer needs and offer relevant product or service solutions.
• Research, troubleshoot, and collaborate with internal teams to resolve issues.
• Document customer interactions accurately and maintain data confidentiality.
• Stay updated through ongoing training and knowledge resources.
• Uphold service standards and meet performance goals in a fast‑paced environment.

• Must be 18 years or older with a high school diploma or equivalent.
• Excellent written and verbal communication skills.
• Strong problem‑solving, conflict resolution, and troubleshooting abilities.
• Ability to type 20+ WPM and navigate multiple systems confidently.
• Proficiency with Microsoft Office and familiarity with Windows operating systems.
• Reliable, punctual, and motivated with a strong work ethic.
• Customer‑first mindset: empathetic, patient, and responsive.
• Ability to multi‑task, self‑manage, and adapt in a fast‑paced setting.
• Team‑oriented with a positive, professional attitude.

• 1+ year in customer service, contact center, help desk, technical support, inside sales, or back‑office roles.
• Experience handling government or enterprise accounts.
• Knowledge of CRM tools or call center systems.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on screening results.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days; MEC medical plans after 30 days.
• Retirement Savings:
  Programs where available.
• Disability Insurance:
  Short‑term coverage.
• Life Insurance:
  Options available.
• Supplemental Insurance:
  Accident and critical illness coverage.
• Career Growth:
  Internal promotion focus.
• Paid Training:
  Earn while you learn.
• Fun, Engaging Work Environment:
  Team‑oriented culture.
• Casual Dress Code:
  Comfortable attire.

The job operates in a professional office environment. Employees will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. They may need to use office equipment and occasionally move about the office, reach, raise or lower objects, and lift up to forty pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If needed, please contact Human Resources.

MCI embraces differences and maintains a work environment free from discrimination. All aspects of employment are based on merit and qualifications. MCI will not tolerate discrimination or harassment based on protected characteristics and will provide reasonable accommodation to qualified employees with protected disabilities.