Customer Service Representative

Position 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. Are you a natural problem solver with a passion for helping others? We’re looking for 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; a variety of benefits and incentives are offered to support and reward our team members.
• Paid Time Off: PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans after 30 days for all employees (varies by location).
• Retirement Savings:
  Retirement savings programs, where available.
• Disability Insurance:
  Short-term disability coverage.
• Life Insurance:
  Life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion opportunities.
• Paid Training:
  Training while earning a paycheck.
• Casual Dress Code and a fun, engaging work environment.

This job operates in a professional office environment. 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 regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasional movement around the office may be required; lifting up to 40 pounds is possible.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to background and/or security investigation with a fingerprint (contingent on results).
• Must be willing to submit to drug screening (contingent on results).

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship would occur. If accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. We are an equal-opportunity employer and do not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation.

Qualified applicants with criminal histories will be considered in a manner consistent with laws. MCI may revise this description at any time. This description is not an employment contract.