Customer Service Representative (Nights) Full-Time

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.

 

Are you a  problem solver with a passion for helping people? Do you thrive in a  fast-paced environment and enjoy creating  outstanding customer experiences ? If so, we want you on our team!

We’re looking for  Customer Service Representatives (Nights)  to represent some of the  world’s most recognized brands during 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:

• 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

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:

• 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

Preferred (Not Required)

• 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