Call Center Representative Job Openings (Part-Time)

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers leverage both on-site and remote agents with advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We foster an environment where professionals can build meaningful careers, access continuous learning and development, and contribute to a globally expanding, industry-leading organization.

About the role

As a Call Center Representative, you will support inbound and outbound customer service and sales projects for a variety of clients, including government programs and globally recognized brands. You will handle inbound inquiries, make outbound calls to assist customers with service questions, and upsell products and services. This role offers opportunities for career growth, including advancement into Supervisor, Trainer, and Operations Management positions.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem-solving and effective call handling
• Research systems to find missing information and coordinate with other departments to resolve issues
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Utilize knowledge base and training to answer customer questions while following scripts, policies, and procedures
• Comply with requirements surrounding confidential and personal information
• Escalate customer issues to appropriate staff and management as needed
• Attend meetings and training to stay up-to-date on program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with team and customers

Preferred Qualifications

• One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a Level II background and/or security investigation with fingerprinting (contingent on program and location)
• 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

Physical Requirements

This role operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. The employee will regularly operate office equipment such as a computer, phone, copier, and printer. Occasionally, the employee may need to move about the office, reach in any direction, raise or lower objects, move objects up to 40 pounds, or exert force.