Role overview

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 seeking skilled and dependableContact Center Representative (Level II) to support a variety of inbound and outbound customer service and sales initiatives. In this role, you’ll interact directly with customers to address inquiries, resolve complaints, troubleshoot service issues, and promote relevant products and services.

Our clients include government programs and some of the most recognizable global brands. This is a full-time, on-site position that includes paid training and offers clear paths for career advancement into roles such as Supervisor, Trainer, Talent Acquisition, and Operations Management.

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 in a courteous, timely, and professional manner
Resolve customer issues effectively, aiming for first call resolution
Research internal systems to retrieve 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 resources and knowledge bases to provide accurate information while following scripts and procedures
Maintain confidentiality and handle sensitive information appropriately
Escalate complex issues to the appropriate personnel when necessary
Participate in training sessions and team meetings to stay current on updates and best practices
Adhere to attendance and scheduling requirements

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 written, verbal, and organizational communication skills
Typing speed of at least 20 words per minute
Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with Windows operating systems
Highly reliable with excellent time management and punctuality
Strong problem-solving, troubleshooting, and follow-up skills
Conflict resolution and negotiation abilities
Customer-focused with empathy, patience, and professionalism
Ability to multitask, self-manage, and stay focused
Team-oriented with a collaborative mindset
Comfortable working in a fast-paced, dynamic environment
Excellent interpersonal skills and the ability to build rapport with customers and colleagues