Remote Call Center Representative

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company dedicated to delivering tailored solutions and a customer‑focused experience. We are seeking a dedicated Call Center Representative to handle customer inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience.

• 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 escalation customer dissatisfaction to management.
• Ensure first‑call resolution through problem solving and effective call handling.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per 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.
• Strong customer service orientation (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 your team and customers.

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

This role is largely sedentary with long periods of computer and headset use. The employee may occasionally be required to move, reach, and lift up to 40 pounds.

Starting compensation is based on experience. MCI offers a variety of benefits and incentives to support and reward our team members.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Medical, dental, and vision coverage after 60 days of employment.
• Retirement Savings:
  Retirement savings programs where available.
• Disability Insurance:
  Short‑term disability coverage.
• Life Insurance:
  Life insurance options.
• 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.
• Casual Dress Code:
  Comfortable work attire.

MCI embraces differences and maintains a discrimination‑free workplace. All employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will provide reasonable accommodations to qualified employees with protected disabilities.