Remote Call Center Representative

About the role

MCI is a tech-enabled business services company with a strong call center presence. We provide CX, BPO, and XaaS solutions across various industries. This role involves answering calls, resolving issues, and supporting customers from home.

Responsibilities

• Answer inbound calls professionally
• Resolve customer issues efficiently
• Document interactions in the CRM system
• Follow communication scripts and SOPs
• Escalate complex issues to appropriate departments
• Meet performance metrics including call quality, response time, and customer satisfaction

Qualifications

• Must be 18 years or older
• High school diploma/GED
• 1+ year of experience in a call center or customer service role
• Excellent verbal and written communication skills
• Ability to multitask and manage time effectively remotely
• Proficient with computers and customer service software
• Reliable internet connection and a quiet home workspace

Conditions of Employment

• Authorized to work in the country where the job is based
• Willing to submit to background and/or security investigations
• Willing to undergo drug screening
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint

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. 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), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. Please contact Human Resources if you need an accommodation.

Diversity and Equality

MCI is committed to a diverse and equal opportunity work environment. We do 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. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.