Remote Customer Service Representative

Remote Customer Service Representative – Mass Markets

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in tailored solutions for diverse clients. Our commitment to excellence and innovation has made us a trusted partner across the industry.

We are seeking a dedicated, customer‑focused representative to handle inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience. Excellent communication, problem‑solving and the ability to thrive in a high‑energy setting are essential.

To apply, complete the full application on our careers page, including screening questions and a brief pre‑employment test.

Position Responsibilities

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

Standard Qualifications

All positive, motivated applicants are encouraged to apply. The ideal candidate:

• Is 18 years of age or older
• Has a high school diploma or equivalent
• Exhibits excellent organizational, written, and oral communication skills
• Types swiftly and accurately (20+ words per minute)
• Has basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Has basic understanding of Windows operating system
• Is highly reliable with regular attendance and punctuality
• Can evaluate, troubleshoot, and follow up on customer issues
• Has an aptitude for conflict resolution, problem‑solving and negotiation
• Is customer‑service oriented (empathetic, responsive, patient, conscientious)
• Can multi‑task, stay focused and self‑manage
• Is strong in team orientation and customer focus
• Thrives in a fast‑paced environment where change and ambiguity are common
• Exhibits excellent interpersonal skills and relationship building

Conditions

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

Physical Requirements

This job operates in a professional office environment. Employees will be largely sedentary, sitting or standing while using a computer and telephone headset. Occasional movement within the office and lifting up to forty (40) pounds may be required.

Compensation, Benefits, Incentives & Rewards

We believe your hard work deserves recognition and reward. Starting compensation is based on experience, and we offer competitive benefits and incentives that grow with you.

Benefits

• Paid Time Off (PTO) and paid holidays
• Incentives & rewards through contests with cash bonuses and prizes
• Health benefits:
  
  comprehensive medical, dental and vision coverage after 60 days for full-time employees; all employees have access to MEC plans after 30 days
• Retirement savings programs where available
• Disability, life and supplemental insurance options
• Career growth opportunities through internal promotions
• Paid training while earning a paycheck
• Fun, engaging work environment with a team‑oriented culture
• Casual dress code

Compensation & Benefits That Fit Your Life

MCI tailors offerings to suit our diverse team across subsidiaries and locations, focusing on rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

Diversity and Equality

MCI embraces differences and believes diversity benefits employees, customers, and the community. Employment is based solely on merit and qualifications. We maintain a discrimination‑free workplace and provide reasonable accommodation to qualified employees with disabilities.

Reasonable Accommodation

Consistent with the ADA, MCI provides reasonable accommodations when requested by qualified applicants or employees, unless such accommodations would cause undue hardship.

About MCI (Parent Company)

MCI helps customers tackle CX and DX challenges with industry‑leading solutions, providing business process outsourcing, staff augmentation, contact center services and IT services. MCI has ten delivery facilities across the United States, Canada, South Africa and the Philippines, and employs over 10,000 individuals worldwide.

Disclaimer

The purpose of this job description is to provide potential candidates with a general overview of the role. It is not an exhaustive list of duties, responsibilities, skills or qualifications. The employer may assign additional duties and may revise this description at any time. This description is not an employment contract.

Seniority Level
:
Entry level

Employment Type
:
Full‑time

Job Function
:
Customer Service

Industry
:
Consumer Services