Customer Service Representative

Overview

Mass Markets is hiring for the Customer Service Representative role. The position involves providing customer support and representing the company and its brands to customers.

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.

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.

• 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.

At MCI, 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. Benefits vary by location.

• Paid Time Off and holidays
• Incentives and rewards programs
• Health benefits after eligibility
• Retirement savings, disability and life insurance options
• Career growth and paid training
• Casual dress code and engaging work environment

Mass Markets and its affiliates are an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate on the basis of age, ancestry, color, disability, gender identity or expression, genetic information, marital status, medical condition, national origin, race, religion, sex, or other protected characteristics. Reasonable accommodations are available on request.

Physical requirements:

This job operates in a professional office environment and may require prolonged sitting and computer use. May lift or move objects up to 40 pounds.

The employer reserves the right to revise this job description at any time. This job description is not an employment contract, and either the employee or the employer may terminate employment at any time for any reason.