Note: The job is a remote job and is open to candidates in USA. MCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. They are seeking Customer Service Representatives to handle inbound calls, resolve issues, and provide exceptional service during the night shift.
Responsibilities
- Manage inbound and outbound calls with professionalism, empathy, and efficiency
- Troubleshoot and resolve customer issues, focusing on first-call resolution
- Research and retrieve information using internal systems; collaborate with other teams as needed
- Accurately document and process customer claims and interactions
- Follow scripts, policies, and procedures while using training resources to provide accurate answers
- Handle sensitive information with discretion and maintain confidentiality
- Escalate complex cases to the appropriate team or manager
- Stay updated on products and processes by attending ongoing training
- Meet all attendance, reliability, and night shift scheduling requirements
Skills
- 18 years or older with a high school diploma or equivalent
- Excellent verbal and written communication skills
- Typing speed of 20+ words per minute
- Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Strong problem-solving, conflict resolution, and troubleshooting skills
- Reliable, punctual, and motivated with a strong work ethic
- Ability to multi-task, stay organized, and self-manage
- Customer-first mindset: empathetic, patient, and responsive
- Positive attitude and a team-player spirit
- Comfortable working in a fast-paced, dynamic environment
- 1+ year in customer service, call center, help desk, technical support, inside sales, or back-office roles
- Prior experience with contact centers or government-related accounts
Benefits
- Bonus: Yes
- Paid Time Off: Earn PTO and paid holidays to take the time you need.
- Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
- Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
- Retirement Savings: Secure your future with retirement savings programs, where available.
- Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
- Life Insurance: Access life insurance options to safeguard your loved ones.
- Supplemental Insurance: Accident and critical illness insurance
- Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- Paid Training: Learn new skills while earning a paycheck.
- Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
- Casual Dress Code: Be comfortable while you work.
Company Overview