Inbound Customer Service

Position Overview

Inbound Customer Service Agent to support projects for a wide variety of clients. Responsibilities include answering inbound calls, handling customer questions and complaints, upselling products, providing technical support, and ensuring a best‑in‑class customer experience.

Las Cruces, NM

• Handle inbound and outbound contacts courteously, timely and professionally.
• Ensure first‑call resolution through problem solving and effective call handling.
• Research systems to find missing information and coordinate with other departments to resolve issues.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to answer customer questions following scripts, policies and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to staff and management as needed.
• Attend meetings, training and review all new material to stay up‑to‑date.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type 20+ words per minute.
• Basic knowledge of Microsoft Office Suite.
• Basic understanding of Windows OS.
• Highly reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem‑solving and negotiation.
• Customer‑service oriented (empathetic, responsive, patient).
• Ability to multi‑task, stay focused and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships.

• 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 of location.
• Must be willing to submit a Level II background and/or security investigation with fingerprint.
• Must be willing to submit to drug screening.

Starting compensation is based on experience. Benefits include:

• Paid Time Off and paid holidays.
• Incentives & rewards.
• Medical, dental and vision coverage after 60 days of employment.
• Retirement savings plans where available.
• Short‑term disability, life and supplemental insurance.
• Career growth opportunities.
• Paid training.
• Casual dress code.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations unless undue hardship.

MCI maintains a work environment free of discrimination. MCI practices equal‑opportunity employment.