Remote Customer Service Representative

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.

Excellent communication skills, a problem‑solving mindset, and the ability to thrive in a high‑energy setting are essential.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre‑employment test.

• 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 the products and processes with customers.
• Appropriately elevate customer dissatisfaction to the managerial team.
• Ensure first‑call resolution through effective problem‑solving and call handling.

• 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 the 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, conscientious).
• Ability to multi‑task, stay focused and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with team and customers.

• 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.

This role is largely sedentary in a professional office environment. Employees will be required to sit/stand for long periods while using a computer and a telephone headset, operate office equipment, and occasionally move objects up to forty (40) pounds.

Starting compensation is based on experience. Benefits and incentives include:

• Paid Time Off (PTO) and paid holidays.
• Incentives & rewards through daily, weekly, and monthly contests.
• Health Benefits:
  
  medical, dental, vision coverage after 60 days (or 30 days with MEC).
• Retirement Savings programs where available.
• Disability Insurance.
• Life Insurance.
• Supplemental Insurance.
• Career Growth opportunities through internal promotions.
• Paid Training.
• Fun, engaging work environment.
• Casual dress code.

MCI embraces diversity and maintains a workplace free from discrimination. We consider applicants based solely on merit and qualifications. MCI will provide reasonable accommodations for qualified employees with disabilities and will not tolerate discrimination or harassment.

Consistent with the ADA, MCI will provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations cause undue hardship.

The purpose of this job description is to provide a general overview. It is not an exhaustive list of duties, skills, or qualifications. The employer may revise this description at any time. This document is not an employment contract.