Customer Service Agent; Mid-Shift

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Are you a
natural problem solver
with a passion for helping others? We’re looking for
Customer Service Agents
to provide inbound support across customer service, help desk, technical assistance, and back-office operations. You’ll represent some of the world’s most recognized brands, delivering exceptional service and solutions.

This is a
mid-shift role
, ideal for individuals who thrive in a fast-paced, customer-focused environment.

Key Responsibilities:

• Deliver courteous, timely, and professional support via
  inbound and outbound calls
  .
• Troubleshoot and resolve customer issues, aiming for
  first-call resolution
  .
• Use internal systems to research and retrieve customer information.
• Collaborate with other departments to resolve complex inquiries.
• Accurately document customer interactions and claims.
• Follow scripts, policies, and procedures while applying your training and knowledge.
• Handle sensitive information with confidentiality and care.
• Escalate unresolved issues to the appropriate team or manager.
• Stay current by attending training sessions and reviewing updated materials.
• Meet all
  attendance and scheduling requirements
  .

• Must be
  18 years or older
  .
• High school diploma or equivalent.
• Strong
  written and verbal communication
  skills.
• Ability to
  type at least 20 words per minute
  .
• Basic proficiency in
  Microsoft Office
  (Word, Excel, PowerPoint, Outlook).
• Familiarity with
  Windows operating systems
  .
• Dependable and punctual with a strong work ethic.
• Skilled in
  troubleshooting, follow-up
  , and issue resolution.
• Strong
  conflict resolution and negotiation
  abilities.
• Customer-focused
  : empathetic, patient, and responsive.
• Able to
  multitask
  , stay organized, and self-manage.
• Team-oriented with a
  positive attitude
  .
• Comfortable in a
  fast-paced, ever-changing environment
  .
• Excellent
  interpersonal skills
  and the ability to build rapport.

Preferred (Not Required)

• 1+ year of experience
  in customer service, tech support, inside sales, back-office, chat, or administrative roles.
• Experience in a
  contact center
  or
  government-related work
  .

MCI offers competitive compensation and benefits to reward hard work. Starting compensation is based on experience and increasing with performance. Benefits include:

• Paid Time Off
  :
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards
  :
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits
  :
  Full-time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC plans after 30 days.
• Retirement Savings
  :
  Programs available where offered.
• Disability Insurance
  :
  Short-term coverage available.
• Life Insurance
  :
  Options to safeguard loved ones.
• Supplemental Insurance
  :
  Accident and critical illness.
• Career Growth
  :
  Internal promotion focus.
• Paid Training
  :
  Earn while learning new skills.
• Fun,…