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 remotely.

Responsibilities

• Answer inbound calls professionally and efficiently.
• Resolve customer issues promptly while maintaining a positive attitude.
• Document interactions accurately in the CRM system.
• Follow communication scripts and standard operating procedures.
• Escalate complex issues to the appropriate department.
• Meet or exceed 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 in a remote setting.
• Proficient with computers and customer service software.
• Reliable internet connection and a quiet home workspace.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willingness to submit to background and/or security investigations.
• Willingness to submit to drug screening.
• Must be willing to work in a professional office environment.
• Requires sitting/standing for long periods and using a computer and telephone headset.
• May occasionally move around the office and lift up to 40 pounds.

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, health benefits, retirement savings, disability insurance, life insurance, supplemental insurance, career growth, and paid training.

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 values diversity and equality. We maintain a work environment free from discrimination and treat all employees with dignity and respect. We provide reasonable accommodation to qualified employees with disabilities and adhere to anti-discrimination policies.