Job Description
Job Description
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.
We’re hiring Dispatch Customer Service Representatives to join our growing team! In this role, you’ll provide inbound customer support, help desk assistance, technical troubleshooting, and back-office processing. You’ll also make outbound calls to coordinate with vendors and partners, ensuring smooth service delivery.
This is an entry-level position with paid training. No prior call center experience is required just bring your reliability, communication skills, and eagerness to learn.
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.
Responsibilities
Key Responsibilities:
-
Answer inbound calls and place outbound calls in a courteous, professional manner
-
Listen to customers, understand their needs, and provide effective resolutions
-
Coordinate with vendors and partners to manage dispatch operations
-
Accurately document customer claims and update internal systems
-
Follow all policies, scripts, and procedures to ensure compliance and consistency
-
Use training and knowledge resources to provide accurate, timely support
-
Handle sensitive information with confidentiality
-
Escalate complex issues to supervisors or managers as needed
-
Troubleshoot, problem-solve, and ensure first-call resolution whenever possible
-
Attend training sessions and stay up to date on program updates and processes
-
Meet all attendance, reliability, and scheduling requirements
Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
Required
-
Must be 18+ years old with a high school diploma or equivalent
-
Strong English communication skills (oral and written)
-
Computer proficiency: data entry, Windows PC navigation, and ability to learn new systems
-
Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
-
Typing speed of 20+ WPM with accuracy
-
Reliable high-speed wired internet (20Mbps+ download required)
-
Excellent organization, troubleshooting, and conflict resolution skills
-
Dependable, punctual, and able to work scheduled shifts (including during training)
-
Customer-first mindset: empathetic, patient, and responsive
-
Ability to multi-task, self-manage, and stay focused in a fast-paced environment
-
Strong team player with positive interpersonal skills
Preferred (Not Required)
-
1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative roles
-
Prior work-from-home experience
-
State or federal work experience