Position overview
mci is one of the fastest‑growing tech‑enabled business services companies in the usa, with a strong call center footprint and operations that extend across multiple countries. We deliver customer experience (cx), business process outsourcing (bpo), and anything‑as‑a‑service (xaas) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.
our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
at mci we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.
we’re seeking enthusiastic call center representatives to support a variety of inbound and outbound customer service and sales initiatives for diverse, well‑known clients. In this role, you’ll handle inquiries, support existing customers, and promote new products and services. No prior call center experience required; we welcome candidates from hospitality, retail and food service.
responsibilities
* handle inbound and outbound calls professionally and efficiently.
* resolve customer issues on the first call through effective problem‑solving.
* research and retrieve information across systems to support customer needs.
* accurately document interactions and process claims.
* guide customers through options to find the best solutions.
* follow scripts, policies, and procedures while using available resources.
* protect customer privacy and handle sensitive information appropriately.
* escalate complex issues to the appropriate team members.
* stay current with training, updates, and program knowledge.
* maintain consistent attendance and adhere to scheduling requirements.
qualifications
* must be 18 years or older.
* high school diploma or equivalent.
* strong communication and organizational skills.
* typing speed of 20 wpm or greater.
* basic proficiency in microsoft office (word, excel, outlook, powerpoint).
* familiarity with windows operating systems.
* reliable and punctual.
* skill in troubleshooting and follow‑up.
* ability to multitask and self‑manage effectively.
* excellent interpersonal skills.
preferre (not required)
* 1+ year of experience in customer service, tech support, sales, or administrative roles.
* experience in state or federal work environments.
conditions of employment
* must be authorized to work in the country where the job is based.
* 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.
compensation & benefits
starting compensation is based on experience. Mci offers a competitive pay base and a range of benefits and incentives to support and reward our team members.
* paid time off and paid holidays.
* health, dental and vision coverage after 90 days of employment.
* retirement savings programs where available.
* short‑ and long‑term disability coverage.
* life insurance options.
* paid training and career growth opportunities.
* casual dress code and a fun, engaging work environment.
physical requirements
this job operates in a professional office environment. The employee will be largely sedentary and required to sit, stand and use a computer and telephone headset for extended periods. The employee may be required to move about the office, reach in any direction and lift or move objects up to 40 pounds.
reasonable accommodation
consistent with the americans with disabilities act (ada), mci and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
differentiation & equality
mci welcomes applicants of all backgrounds and is committed to a work environment that values diversity and equality. All employees are treated with dignity and respect, and employment decisions are based solely on merit and qualifications.
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