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.
Kickstart your career with us!
We’re hiring Bilingual Customer Service Representatives to join our growing team and support inbound customer service, help desk, and back-office operations for both commercial clients and public sector programs.
In this role, you’ll handle inbound inquiries, assist with product and process-related questions, and troubleshoot basic technical issues all while representing some of the most recognized brands in the world. If you’re a strong communicator with a passion for helping others, we want to hear from you!
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:
- Handle inbound and outbound calls in a courteous and professional manner
- Resolve customer issues with first-call resolution strategies
- Research and coordinate with internal departments to resolve inquiries
- Accurately document customer interactions and claims in CRM systems
- Use internal knowledge bases and training to answer questions confidently
- Follow all required scripts, policies, and confidentiality protocols
- Escalate complex issues to supervisors when needed
- Stay current on program updates through training and team meetings
- Meet all attendance and schedule 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:
Qualifications:
- Must be 18 years or older
- High school diploma or equivalent
- Excellent written and verbal communication skills
- Ability to type 20+ words per minute
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Reliable and punctual with strong time management skills
- Strong problem-solving, conflict resolution, and customer service skills
- Able to multi-task, stay focused, and work independently
- Team-oriented with a positive, customer-first mindset
- Comfortable in a fast-paced, dynamic environment
Preferred (Not Required):
- 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support
- Experience working on state or federal programs