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 Customer Service Representatives to join our inbound contact center team. In this role, you’ll assist callers with inquiries, troubleshoot disputes, process payments, and provide accurate information all while delivering a professional and empathetic customer experience.
This is an entry-level position offering paid training and growth opportunities. While prior contact center experience is not required, experience in customer service, tech support, inside sales, or back-office support is a plus. If you're reliable, a strong communicator, and eager to learn, we encourage you to apply!
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
Key Responsibilities:
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Listen actively to customers, understand their needs, and resolve issues effectively.
- Research systems to locate missing information and coordinate with other departments as needed.
- Follow client-specific processes and perform all tasks with professionalism.
- Use internal systems and tools to manage customer accounts and process claims.
- Accurately document customer interactions and outcomes in appropriate systems.
- Follow required scripts, policies, and procedures to ensure consistency and compliance.
- Use training and knowledge base resources to answer customer questions accurately.
- Maintain confidentiality and comply with data protection requirements.
- Escalate unresolved or complex issues to the appropriate team or supervisor.
- Strive for first-call resolution through effective problem-solving and call handling.
- Attend meetings and training sessions to stay current on updates to systems and processes.
- Adhere to all attendance 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:
- Must be 18 years or older
- High school diploma or equivalent
- Experience with data entry and computer-based systems
- Fluent in spoken and written English
- Wired high-speed internet connection (Download speed of 20Mbps+)
- Strong organizational, written, and verbal communication skills
- Typing speed of 20+ WPM
- Ability to work scheduled shifts, including during training
- Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Familiarity with Windows PC applications and ability to learn new systems
- Highly reliable with consistent attendance and punctuality
- Strong problem-solving, conflict resolution, and negotiation skills
- Customer service-oriented: empathetic, responsive, patient, and conscientious
- Ability to multi-task, self-manage, and stay focused
- Comfortable working in a fast-paced, dynamic environment
- Excellent interpersonal skills and ability to build rapport with customers and team members
Preferred (Not Required)
- 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
- Previous work-from-home experience
- Experience in state or federal programs