Customer Service Agent (Mid-Shift)

Customer Service Agent

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 a natural problem solver with a passion for helping others? We're looking for Customer Service Agents to 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 a mid-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.

Key Responsibilities

Deliver courteous, timely, and professional support via inbound and outbound calls.

• Troubleshoot and resolve customer issues, aiming for first-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 all attendance and scheduling requirements.

Qualifications

Must be 18 years or older.

High school diploma or equivalent.

Strong written and verbal communication skills.

Ability to type at least 20 words per minute.

Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Familiarity with Windows operating systems.

Dependable and punctual with a strong work ethic.

Skilled in troubleshooting, follow-up, and issue resolution.

Strong conflict resolution and negotiation abilities.

Customer-focused: empathetic, patient, and responsive.

Able to multitask, stay organized, and self-manage.

Team-oriented with a positive attitude.

Comfortable in a fast-paced, ever-changing environment.

Excellent interpersonal skills and the ability to build rapport.

Preferred (Not Required)

• 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative roles.
• Experience in a contact center or government-related work.