Customer Service Representative

Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a Customer Service Representative to join our team and provide outstanding support to customers while representing some of the world’s most recognizable brands.

If you thrive in a fast-paced environment and enjoy making a difference, we want to hear from you. 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.

• Engage with customers via inbound calls to understand and resolve their concerns.
• Use internal systems and tools to manage accounts and process requests.
• Identify opportunities to upsell or upgrade services using consultative sales techniques.
• Clearly explain products, services, and procedures to customers.
• Escalate unresolved or complex issues to the appropriate team or manager.
• Ensure first-call resolution through effective communication and problem-solving.

• Must be 18 years or older with a high school diploma or equivalent.
• Strong written and verbal communication skills.
• Ability to type 20+ words per minute accurately.
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Familiarity with Windows operating systems.
• Dependable and punctual with a strong work ethic.
• Skilled in troubleshooting, conflict resolution, and customer follow-up.
• A customer-first mindset: empathetic, patient, and responsive.
• Ability to multi-task, stay organized, and work independently.
• Thrive in a fast-paced, team-oriented environment.
• Excellent interpersonal skills and a collaborative spirit.

• Starting compensation is based on experience; competitive and incentive-based programs.
• Paid Time Off (PTO) and paid holidays.
• Incentives and rewards programs with cash bonuses and prizes.
• Health benefits including medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans available after 30 days for all employees (vary by location).
• Retirement savings programs where available.
• Disability Insurance, Life Insurance, and Supplemental Insurance options.
• Career growth with internal promotion opportunities.
• Paid training and a team-oriented, engaging work environment.
• Casual dress code.

This job operates in a professional office environment and is largely sedentary. The employee will typically sit/stand for long periods while using a computer and headset, with occasional movement around the office. Lifting up to 40 pounds may be required occasionally.

• Must be authorized to work in the country where the job is based.
• Willingness to submit to background and/or security investigations (including fingerprint) and drug screening; offers are contingent on results.

MCI and its subsidiaries embrace diversity and are committed to equal opportunity in all aspects of employment. All employees and applicants are considered on the basis of merit and qualifications. MCI adheres to applicable laws and prohibits discrimination and harassment based on protected characteristics. Reasonable accommodations are available for qualified applicants with disabilities.

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions and superior experiences. We provide BPO, staff augmentation, contact center services, and IT services across multiple brands and locations. MCI employs 10,000+ professionals with 150+ North American client partners across our network of subsidiaries.