Customer Service Representative; Nights

LOCATION

Wichita, KS

Customer Service Representative (Nights)

The first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process‑related inquiries, and identifying opportunities to upsell products and services.

• Manage inbound and outbound calls with professionalism, empathy, and efficiency
• Tr oubleshoot and resolve customer issues, focusing on first‑call resolution
• Research and retrieve information using internal systems; collaborate with other teams as needed
• Accurately document and process customer claims and interactions
• Follow scripts, policies, and procedures while using training resources to provide accurate answers
• Handle sensitive information with discretion and maintain confidentiality
• Escalate complex cases to the appropriate team or manager
• Stay updated on products and processes by attending ongoing training
• Meet all attendance, reliability, and night shift scheduling requirements

• 18 years or older with high school diploma or equivalent
• Excellent verbal and written communication skills
• Typing speed of 20+ words per minute
• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Strong problem‑solving, conflict resolution, and troubleshooting skills
• Reliable, punctual, and motivated with a strong work ethic
• Ability to multi‑task, stay organized, and self‑manage
• Customer‑first mindset: empathetic, patient, and responsive
• Positive attitude and team‑player spirit
• Comfortable working in a fast‑paced, dynamic environment

Preferred (Not Required)

• 1+ year in customer service, call center, help desk, technical support, inside sales, or back‑office roles
• Prior experience with contact centers or government‑related accounts

• Must be authorized to work in the United States (or the country of the job location)
• Must be willing to submit up to a Level II background check with a fingerprint; job offers contingent on results
• Must be willing to submit to drug screening; job offers contingent on results

Starting compensation is based on experience. MCI offers competitive benefits and incentives, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth Opportunities
• Paid Training
• Collaborative Work Environment
• Casual Dress Code

At MCI, we embrace diversity and are committed to equal opportunity in all aspects of employment. MCI does not discriminate based on age, race, gender, and other protected characteristics. MCI will consider qualified applicants with criminal histories as permitted by law.