INSIDE SALES Representative

Customer Service Representative – Commercial & Public Sector Clients

Support inbound customer service, help desk, and back‑office processing for commercial and public sector clients. Handle inquiries, troubleshoot basic technical issues, assist callers with products and services, and provide professional representation for well‑known brands.

• Handle inbound and outbound contacts courteously, timely, and professionally.
• Listen to customers, understand their needs, and resolve issues.
• Use systems and technology to complete account‑management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to answer customer questions accurately.
• Maintain confidentiality of sensitive information.
• Escalate issues to management as needed.
• Ensure first‑call resolution through problem solving and effective call handling.
• Attend meetings, training, and review new material to stay current on program knowledge, systems, and processes.
• Adhere to attendance and work‑schedule requirements.

Required

• 18 years of age or older.
• High school diploma or equivalent.
• Experience with computer data entry.
• Fluent in reading and speaking English.
• Wired, high‑speed internet connection (download 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• Type 20 + words per minute accurately.
• Ability to work scheduled shifts during operational hours, including training period.
• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Familiarity with Windows PC applications and ability to learn new systems.
• Highly reliable with regular attendance and punctuality.
• Evaluate, troubleshoot, and follow‑up on customer issues.
• Conflict resolution, problem‑solving, and negotiation skills.
• Customer‑service orientation (empathetic, responsive, patient, conscientious).
• Multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Adaptability in a fast‑paced environment with change.
• Excellent interpersonal skills for building relationships with team and customers.

Preferred (Not Required)

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact‑center environment.
• State or federal work experience.

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

• Competitive base pay based on experience.
• Paid Time Off and paid holidays.
• Incentives and rewards, including cash bonuses and prizes.
• Health benefits for full‑time employees after 90 days; medical plans after 30 days.
• Retirement savings programs where available.
• Short‑ and long‑term disability coverage.
• Life insurance options.
• Career growth with internal promotion focus.
• Paid training opportunities.
• Team‑oriented work environment and casual dress code.

The role requires a largely sedentary working environment. Employees must sit/stand for long periods while using a computer and telephone headset, operate office equipment, and occasionally move around the office, reach, raise or lower objects, and lift up to 40 pounds.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations upon request unless it causes undue hardship.

MCI maintains a work environment free from discrimination and provides equal opportunity to all employees and applicants based on merit. MCI does not discriminate on age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other protected characteristic.

Equal Employment Opportunity Statement

MCI is an equal opportunity employer and encourages applicants of all backgrounds to apply.