Customer Service Agent (Mid-Shift)

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 anatural problem solverwith a passion for helping others? We’re looking forCustomer Service Agentsto provide inbound support across customer service, help desk, technical assistance, and back-office operations. You’ll represent some of the world’s most recognized brands, delivering exceptional service and solutions.

This is amid-shift role, ideal for individuals who thrive in a fast-paced, customer-focused environment.

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

Key Responsibilities:

• Deliver courteous, timely, and professional support viainbound and outbound calls.
• Troubleshoot and resolve customer issues, aiming forfirst-call resolution.
• Use internal systems to research and retrieve customer information.
• Collaborate with other departments to resolve complex inquiries.
• Accurately document customer interactions and claims.
• Follow scripts, policies, and procedures while applying your training and knowledge.
• Handle sensitive information with confidentiality and care.
• Escalate unresolved issues to the appropriate team or manager.
• Stay current by attending training sessions and reviewing updated materials.
• Meet allattendance and 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

• Must be18 years or older.
• High school diploma or equivalent.
• Strongwritten and verbal communicationskills.
• Ability totype at least 20 words per minute.
• Basic proficiency inMicrosoft Office(Word, Excel, PowerPoint, Outlook).
• Familiarity withWindows operating systems.
• Dependable and punctual with a strong work ethic.
• Skilled introubleshooting, follow-up, and issue resolution.
• Strongconflict resolution and negotiationabilities.
• Customer-focused: empathetic, patient, and responsive.
• Able tomultitask, stay organized, and self-manage.
• Team-oriented with apositive attitude.
• Comfortable in afast-paced, ever-changing environment.
• Excellentinterpersonal skillsand the ability to build rapport.

Preferred (Not Required)

• 1+ year of experiencein customer service, tech support, inside sales, back-office, chat, or administrative roles.
• Experience in acontact centerorgovernment-related work.