Remote Customer Service Representative

Remote Customer Service Representative

Mass Markets – Remote

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. We are seeking a dedicated and customer‑focused Customer Service Representative to join our team. In this role, you will be responsible for handling customer inquiries, providing accurate information, resolving issues efficiently, and ensuring a positive customer experience.

Position Responsibilities

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunity and apply sales skills to upgrade
• Explain and position the products and processes with customers
• Appropriately escalated customer dissatisfaction with managerial team
• Ensure first‑call resolution through problem solving and effective call handling

Standard Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with ability to maintain 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, and conscientious)
• Ability to multi‑task, stay focused and self‑manage
• Strong team orientation and customer focus
• Thrives in a fast‑paced environment with change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

Conditions

All locations:
Must be authorized to work in the country where the job is based. Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Physical Requirements

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 may be required to move around the office, reach in any direction, raise or lower objects, move objects, hold onto objects, and exert up to forty (40) pounds.

Compensation & Benefits

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Benefits

• Paid Time Off:
  Earn PTO and paid holidays
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have MEC plans after 30 days
• Retirement Savings:
  Available retirement savings programs where applicable
• Disability Insurance:
  Short‑term disability coverage available
• Life Insurance:
  Options to safeguard loved ones
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  Internal promotion opportunities
• Paid Training:
  Learn new skills while earning a paycheck
• Fun, Engaging Work Environment:
  Team‑oriented culture fosters collaboration and engagement
• Casual Dress Code:
  Comfortable working attire

Equal Employment Opportunity

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and the community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination and promotes a diverse and equal‑opportunity workplace. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on any protected characteristic.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless it would cause undue hardship.

About MCI

MCI helps customers take on their CX and DX challenges by delivering industry‑leading solutions that drive optimal performance. Our subsidiaries specialize in contact center services, IT services, business process outsourcing, and more.

Disclaimer:
The above job description is not an all‑inclusive list of duties, responsibilities, and qualifications. The employer reserves the right to revise at any time.