CUSTOMER SERVICE REPRESENTATIVE (Full-Time & Part-Time)

POSITION OVERVIEW

CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS

We are looking for Customer Service Representatives to support inbound customer service, help desk, technical support, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process-related inquiries while professionally representing some of the most recognizable brands in the world. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable.

This is an entry-level position that offers on-the-job paid training. Compensation is commensurate with experience, and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back-office support is a plus.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. This role 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. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

1. Handle inbound and outbound contacts in a courteous, timely, and professional manner.
2. Listen to customers, understand their needs, and resolve customer issues.
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues.
4. Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
5. Utilize systems and technology to complete account management tasks.
6. Accurately document and process customer claims in appropriate systems.
7. Follow all required scripts, policies, and procedures.
8. Utilize knowledge base and training to accurately answer customer questions.
9. Comply with requirements surrounding confidential information and personal information.
10. Appropriately escalate customer issues with the managerial team.
11. Ensure first call resolution through problem-solving and effective call handling.
12. Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.
13. Adhere to all attendance and work schedule requirements.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required

1. Must be 18 years of age or older.
2. High school diploma or equivalent.
3. Experience with data-entry utilizing a computer.
4. The ability to read and speak English fluently.
5. Have a wired, high-speed internet connection (Download speed of 20Mbps+).
6. Excellent organizational, written, and oral communication skills.
7. The ability to type swiftly and accurately (20+ words a minute).
8. Ability to work regularly scheduled shifts within our hours of operation including the training period.
9. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
10. Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
11. Highly reliable with the ability to maintain regular attendance and punctuality.
12. The ability to evaluate, troubleshoot, and follow-up on customer issues.
13. An aptitude for conflict resolution, problem solving, and negotiation.
14. Must be customer service oriented (empathetic, responsive, patient, and conscientious).
15. Ability to multi-task, stay focused, and self-manage.
16. Strong team orientation and customer focus.
17. The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
18. Excellent interpersonal skills and the ability to build relationships with your team and customers.

Preferred (Not Required)

1. One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
2. State or Federal work experience.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

1. Paid Time Off: Earn PTO and paid holidays to take the time you need.
2. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
3. Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
4. Retirement Savings: Secure your future with retirement savings programs, where available.
5. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance: Access life insurance options to safeguard your loved ones.
7. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training: Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

1. Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

1. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.