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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.
Are you aproblem solverwith a passion for helping people? Do you thrive in afast-paced environmentand enjoy creatingoutstanding customer experiences? If so, we want you on our team!
We’re looking forCustomer Service Representatives (Nights)to represent some of theworld’s most recognized brandsduring the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services.
To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.
Responsibilities
WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?
This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.
In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.
Key Responsibilities:
Manageinbound and outbound callswith professionalism, empathy, and efficiency
Troubleshoot and resolve customer issues, focusing onfirst-call resolution
Research and retrieve information using internal systems; collaborate with other teams as needed
Accuratelydocument and process customer claims and interactions
Follow scripts, policies, and procedures while using training resources to provide accurate answers
Handle sensitive information with discretion andmaintain confidentiality
Escalate complex cases to the appropriate team or manager
Stay updated on products and processes by attendingongoing training
Meet allattendance, reliability, and night shift scheduling requirements
Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
Qualifications
18 years or olderwith ahigh school diploma or equivalent
Excellentverbal and written communication skills
Typing speed of20+ words per minute
Basic knowledge ofMicrosoft Office (Word, Excel, Outlook, PowerPoint)
Familiarity withWindows operating systems
Strongproblem-solving, conflict resolution, and troubleshooting skills
Reliable, punctual, and motivated with a strongwork ethic
Ability tomulti-task, stay organized, and self-manage
Customer-first mindset: empathetic, patient, and responsive
Positive attitude and ateam-player spirit
Comfortable working in afast-paced, dynamic environment
Preferred (Not Required)