Call Center Representative (FULL-TIME)

About the role

MCI is seeking enthusiastic and customer-focused Customer Service Representatives to join our team. This role involves handling inbound and outbound customer interactions, troubleshooting basic technical issues, and assisting with product and service inquiries.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Listen actively to customers, identify their needs, and provide accurate solutions to resolve inquiries.
• Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related questions.
• Research and gather information across multiple systems to resolve customer concerns or coordinate with other departments when necessary.
• Process customer requests, claims, and account updates accurately while maintaining detailed documentation.
• Utilize company systems, technology, and knowledge resources to effectively manage customer accounts.
• Follow all client-specific processes, scripts, policies, and compliance requirements.
• Escalate complex customer concerns to the appropriate departments or management team when required.
• Strive to achieve first-contact resolution through effective problem-solving and communication.
• Protect confidential and personal customer information by adhering to company policies and data privacy standards.
• Participate in ongoing training sessions, team meetings, and development activities to stay current with products, systems, and processes.
• Meet established performance, quality, attendance, and schedule adherence expectations.
• Contribute to a positive team environment while consistently delivering an outstanding customer experience.

Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Previous experience using computers for data entry and customer support activities.
• Excellent verbal and written communication skills in English.
• Ability to type accurately at a minimum of 20 words per minute.
• Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for applicable work-from-home positions.
• Strong organizational, time management, and multitasking skills.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Comfortable using Windows-based applications and learning new software systems.
• Strong analytical and problem-solving abilities with the confidence to troubleshoot customer concerns.
• Excellent conflict resolution, negotiation, and interpersonal skills.
• Customer-focused with empathy, patience, professionalism, and a genuine desire to help others.
• Ability to thrive in a fast-paced, constantly evolving environment.
• Dependable with excellent attendance and punctuality.
• Strong team player with a positive attitude and willingness to learn.
• Ability to work scheduled shifts, including the required training period.

Conditions of Employment

• All MCI Locations Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.
• Job offers are contingent on drug screening results.