Remote Customer Service Representative (Prince Edward Island)

About the role

MCI is a tech-enabled business services company with a strong call center presence and operations in multiple countries. We provide CX, BPO, and XaaS solutions across various sectors including healthcare, retail, government, education, telecom, technology, e-commerce, and finance. We seek Customer Service Representatives to handle inbound calls, troubleshoot, and process requests for both commercial and public sector clients.

Responsibilities

• Engage with customers via inbound calls to understand and resolve their issues.
• Use internal systems to manage accounts and process requests efficiently.
• Identify opportunities to upsell or upgrade services using consultative sales techniques.
• Clearly explain products, services, and processes to customers.
• Escalate complex issues to management when necessary.
• Ensure first-call resolution through effective communication and problem-solving.

Qualifications

• Age 18+ with a high school diploma or equivalent.
• Strong written and verbal communication skills.
• Typing speed of 20+ WPM with accuracy.
• Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Familiarity with Windows operating systems.
• Dependable and punctual with a strong work ethic.
• Skilled in conflict resolution, troubleshooting, and customer engagement.
• Empathetic, patient, and responsive to customer needs.
• Able to multitask, stay organized, and work independently.
• Team-oriented with a customer-first mindset.
• Comfortable in a fast-paced, dynamic environment.

Conditions of Employment

• All MCI Locations 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. (Does not apply in Canada)

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, Health Benefits, Life Insurance, Supplemental Insurance, Career Growth, Paid Training, and a 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. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

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. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.