Customer Service Representative

Full-Time Customer Service Representative

Join to apply for the Full-Time Customer Service Representative role at Mass Markets

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 looking for Customer Service Representatives to join our team and provide inbound support, help desk assistance, technical troubleshooting, and back-office processing for both commercial and public sector clients.

In this role, you’ll handle inbound inquiries
, resolve product and process-related questions, troubleshoot basic technical issues, and professionally represent some of the world’s most recognizable brands
.

This is an entry-level position with paid training perfect for candidates who are dependable, eager to learn, and passionate about delivering exceptional customer experiences.

Key Responsibilities

• Manage inbound and outbound customer contacts in a courteous, professional, and timely manner
• Listen actively to customer concerns, identify needs, and provide accurate solutions
• Research internal systems to locate information; collaborate with other teams as needed
• Accurately document and process claims, inquiries, and updates in company systems
• Follow scripts, policies, and procedures while maintaining professionalism and empathy
• Troubleshoot customer issues and strive for first-call resolution
• Escalate unresolved or complex issues to the appropriate staff or managers
• Protect customer confidentiality and handle sensitive data responsibly
• Attend training sessions, stay updated on program changes, and maintain product knowledge
• Meet attendance, reliability, and performance standards consistently

Candidate Qualifications
Required

• 18+ years old with a high school diploma or equivalent
• Strong English communication skills (oral and written)
• Typing speed of 20+ WPM with accuracy
• Experience with data entry, Windows PC applications, and Microsoft Office Suite
• Reliable wired high-speed internet (20 Mbps+ download)
• Highly reliable, punctual, and motivated with a strong work ethic
• Excellent organization, problem-solving, and conflict resolution skills
• Customer-first mindset: empathetic, patient, and responsive
• Ability to multi-task, self-manage, and stay focused in a fast-paced environment
• Team-oriented with strong interpersonal skills

Preferred (Not Required)

• 1+ year of experience in customer service, tech support, inside sales, back-office support, chat, or administrative roles
• Prior state or federal work experience
• Previous contact center experience

Compensation Details
At MCI, we believe that your hard work deserves recognition and reward. Our 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.

What You Can Expect From MCI

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits:
  
  Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings:
  Secure your future with retirement…