Customer Service Agent (Mid-Shift)
About the role
MCI is seeking Customer Service Agents to provide inbound support across various functions including customer service, help desk, technical assistance, and back-office operations. This is a mid-shift role designed for individuals who thrive in a fast-paced, customer-focused environment.
Responsibilities
- Deliver courteous, timely, and professional support via inbound and outbound calls.
- Troubleshoot and resolve customer issues, aiming for first-call resolution.
- Use internal systems to research and retrieve customer information.
- Collaborate with other departments to resolve complex inquiries.
- Accurately document customer interactions and claims.
- Follow scripts, policies, and procedures while applying your training and knowledge.
- Handle sensitive information with confidentiality and care.
- Escalate unresolved issues to the appropriate team or manager.
- Stay current by attending training sessions and reviewing updated materials.
- Meet all attendance and scheduling requirements.
Qualifications
- Must be 18 years or older.
- High school diploma or equivalent.
- Strong written and verbal communication skills.
- Ability to type at least 20 words per minute.
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Familiarity with Windows operating systems.
- Dependable and punctual with a strong work ethic.
- Skilled in troubleshooting, follow-up, and issue resolution.
- Strong conflict resolution and negotiation abilities.
- Customer-focused: empathetic, patient, and responsive.
- Able to multitask, stay organized, and self-manage.
- Team-oriented with a positive attitude.
- Comfortable in a fast-paced, ever-changing environment.
- Excellent interpersonal skills and the ability to build rapport.
Preferred
- 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative roles.
- Experience in a contact center or government-related work.
Benefits
We offer a variety of benefits and incentives to support and reward our team members, including:
- 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
Compensation Details
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Want an employer that values your contribution? At MCI, we believe that your hard work deserves recognition and reward.
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.