Customer Service Representative

About The Company MCI is a rapidly expanding, technology-driven business services organization with a significant presence in the United States and operations spanning multiple countries. Renowned for delivering comprehensive Customer Experience (CX), Business Process Outsourcing (BPO), and innovative Anything-as-a-Service (XaaS) cloud technology solutions, MCI serves a diverse array of industries including healthcare, retail, government, education, telecom, e-commerce, and financial services. The company's contact centers leverage a combination of on-site and remote agents supported by advanced technological platforms to enhance customer interactions, increase scalability, and optimize operational costs. Recognized for its growth and industry leadership, MCI has been acknowledged by Inc. Magazine as one of Iowa's fastest-growing companies and has multiple BPO service delivery facilities across North America and internationally. With a commitment to digital transformation and modernization, MCI continues to help clients achieve more with less, fostering a dynamic environment where professionals can develop their careers, access ongoing learning opportunities, and contribute to a global organization that is shaping the future of business services. About The Role We are seeking dedicated Customer Service Representatives (Night Shift) to join our team at MCI. This role involves representing some of the world's most recognized brands during overnight hours, serving as the first point of contact for customers through inbound calls. The ideal candidate will handle a variety of customer interactions, including troubleshooting basic technical issues, providing product and process information, and identifying opportunities for upselling products and services. This position is pivotal in ensuring a seamless and positive customer experience, supporting technical support, sales, and general customer service functions. The role requires a confident, enthusiastic, and customer-focused individual who thrives in a fast-paced environment and is committed to delivering exceptional service. Candidates must complete a full application on our careers page, including screening questions and a pre-employment test, to be considered for this opportunity. Qualifications 18 years or older with a high school diploma or equivalentExcellent verbal and written communication skillsTyping speed of 20+ words per minuteBasic knowledge of Microsoft Office applications (Word, Excel, Outlook, PowerPoint)Familiarity with Windows operating systemsStrong problem-solving, conflict resolution, and troubleshooting skillsReliable, punctual, and motivated with a strong work ethicAbility to multi-task, stay organized, and self-manage effectivelyCustomer-first mindset: empathetic, patient, and responsivePositive attitude and team-player spiritComfortable working in a fast-paced, dynamic environment Preferred But Not Required 1+ year experience in customer service, call center, help desk, technical support, inside sales, or back-office rolesPrior experience with contact centers or government-related accounts Responsibilities Manage inbound and outbound calls with professionalism, empathy, and efficiencyTroubleshoot and resolve customer issues, focusing on first-call resolutionResearch and retrieve information using internal systems; collaborate with other teams as neededAccurately document and process customer claims and interactionsFollow scripts, policies, and procedures while utilizing training resources to ensure accurate communicationHandle sensitive information with discretion and maintain confidentialityEscalate complex cases to the appropriate team or managerStay updated on products and processes through ongoing training sessionsMeet all attendance, reliability, and night shift scheduling requirements Benefits Competitive hourly wages and performance-based incentivesComprehensive training and ongoing development opportunitiesFlexible night shift schedules to accommodate different lifestylesInclusive and supportive work environmentOpportunities for career growth within a global organizationAccess to advanced technology platforms and toolsHealth and wellness benefits (where applicable) Equal Opportunity MCI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status under applicable law.