Contact Center Representative I (Entry-Level)

About the role

MCI is seeking entry-level Call Center Representatives to support various customer service and sales campaigns for a diverse range of clients. The ideal candidate should have a positive attitude, strong people skills, and experience in customer-facing roles such as retail, hospitality, or food service.

Responsibilities

• Handle inbound and outbound calls in a friendly, timely, and professional manner
• Resolve customer issues effectively, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document customer interactions and process claims
• Engage in solution-focused conversations to identify the best options for customers
• Follow scripts, policies, and procedures while using training resources to provide accurate information
• Escalate complex issues to supervisors or specialized teams when necessary
• Attend training sessions and team meetings to stay up to date on systems and procedures
• Adhere to assigned schedules and attendance expectations

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong communication and organizational skills
• Typing speed of at least 20 words per minute
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with strong time management
• Ability to troubleshoot and follow up on customer issues
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy, patience, and professionalism
• Able to multitask, stay focused, and work independently
• Team-oriented with a collaborative mindset
• Comfortable in a fast-paced, dynamic environment
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues

Conditions of Employment

• 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

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.