Call Center Representative (Full-Time)

Job Description

Job Description

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 looking for dependable and customer-focused Call Center Representatives to support a variety of inbound and outbound service and sales projects for a diverse client base. In this role, you’ll engage directly with customers to answer questions, resolve issues, and promote new products and services.

Our projects span across government programs and some of the world’s most well-known brands. This is an on-site, entry-level opportunity with flexible scheduling options. While previous contact center experience is a plus, it’s not required. We welcome candidates with backgrounds in customer service, technical support, inside sales, or administrative support.

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?

In this role, you handle inbound and outbound calls, helping to support 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 and courtesy
• Resolve customer concerns efficiently, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document customer interactions and process claims
• Conduct needs-based conversations to identify the best solutions for customers
• Use training materials and knowledge bases to provide accurate information while following scripts and procedures
• Handle sensitive information in compliance with privacy and confidentiality standards
• Escalate complex issues to supervisors or specialized teams when necessary
• Participate in training sessions and team meetings to stay current on updates and procedures
• Maintain consistent attendance and adhere to assigned schedules

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong verbal, written, and organizational communication skills
• Ability to type at least 20 words per minute accurately
• Basic proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Capable of troubleshooting and resolving customer issues
• Skilled in conflict resolution, negotiation, and problem-solving
• Customer-oriented with empathy, patience, and responsiveness
• Able to multitask, stay focused, and work independently
• Team player with a collaborative mindset
• Comfortable working in a fast-paced, evolving environment
• Strong interpersonal skills and the ability to build rapport with customers and colleagues