Contact Center Customer Service Representative
About the role
MCI is a rapidly growing tech-enabled business services company with a strong presence in call centers and operations spanning multiple countries. We specialize in delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various sectors including healthcare, retail, government, education, telecom, technology, e-commerce, and finance.
We empower our teams to build meaningful careers, offering continuous learning and development opportunities within a globally expanding, industry-leading organization. As a Customer Service Representative, you'll play a crucial role in enhancing customer experiences and representing our respected brands with professionalism and care.
Responsibilities
- Handle inbound calls, emails, or chats from customers.
- Provide accurate information about products, services, and billing.
- Resolve customer complaints and escalate issues as necessary.
- Maintain detailed records of customer interactions.
- Follow company procedures and compliance guidelines.
- Meet performance goals related to quality, efficiency, and customer satisfaction.
- Participate in training and coaching to improve service delivery.
Qualifications
- Must be 18 years or older.
- High school diploma or equivalent.
- At least 1 year of customer service experience, preferably in a contact center.
- Strong communication and interpersonal skills.
- Ability to multitask and work in a fast-paced environment.
- Familiarity with CRM systems and call center tools.
- Fluent in English and Spanish.
Benefits
MCI offers a competitive compensation and benefits package that includes:
- Paid Time Off (PTO)
- Weekly and monthly contests with cash bonuses and prizes
- Comprehensive medical, dental, and vision coverage
- Short-term disability coverage
- Life insurance options
- Affordable medical plans
- Disability insurance
- Accident and critical illness insurance
- Paid training opportunities
- Casual dress code
- Flexible work arrangements
Schedule
The role operates in a professional office environment. Employees will primarily sit and stand for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.
Pay
Starting compensation is based on experience, and additional incentives and rewards are offered to recognize outstanding performance.
Equal Opportunity Employer
MCI is committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law. We strive to maintain a workplace free from discrimination and harassment.