Position Overview
MCI is a tech‑enabled business services company that delivers customer experience and business process outsourcing solutions across a range of industries. We are seeking Customer Service Representatives to provide inbound customer support, technical troubleshooting, help‑desk assistance, and back‑office processing for both commercial and public sector clients.
Key Responsibilities
* Manage inbound calls, chats, and emails with professionalism and empathy.
* Resolve product, process, and basic technical inquiries while aiming for first‑contact resolution.
* Identify customer needs and offer relevant product or service solutions.
* Research, troubleshoot, and collaborate with internal teams to resolve issues.
* Document customer interactions accurately and maintain data confidentiality.
* Stay updated through ongoing training and knowledge resources.
* Uphold service standards and meet performance goals in a fast‑paced environment.
Candidate Qualifications
* Must be 18 years or older with a high school diploma or equivalent.
* Excellent written and verbal communication skills.
* Strong problem‑solving, conflict resolution, and troubleshooting abilities.
* Ability to type 20+ WPM and navigate multiple systems confidently.
* Proficiency with Microsoft Office and familiarity with Windows operating systems.
* Reliable, punctual, and motivated with a strong work ethic.
* Customer‑first mindset: empathetic, patient, and responsive.
* Ability to multi‑task, self‑manage, and adapt in a fast‑paced setting.
* Team‑oriented with a positive, professional attitude.
Preferred Experience (Not Required)
* 1+ year in customer service, contact center, help desk, technical support, inside sales, or back‑office roles.
* Experience handling government or enterprise accounts.
* Knowledge of CRM tools or call‑center systems.
Conditions of Employment
* Must be authorized to work in the country where the job is based.
* Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offers are contingent on results.
* Must be willing to submit to drug screening; job offers are contingent on results.
Compensation & Benefits
Competitive salary based on experience and a range of benefits that support work‑life balance and career growth.
* Health coverage with HMO plans and dependent options.
* Dental coverage and in‑house dental assistance.
* Performance and loyalty bonuses.
* Allowances for rice, clothing, laundry, and meals.
* Free meals during training.
* Employee shuttle services.
* Company retreats and off‑site events.
* Opportunities for growth, promotion, and career development.
Physical Requirements
This role is primarily sedentary, involving long periods of sitting or standing while using a computer and telephone headset. The employee will be required to operate a computer and other office equipment, occasionally move around the office, reach in any direction, lift or move objects up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.
Diversity and Equality
MCI embraces differences and believes diversity benefits employees, customers, and the community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, and all employees are responsible for upholding a diverse and equal‑opportunity workplace. We consider qualified applicants with criminal histories in a manner consistent with local and federal requirements, and we do not tolerate discrimination or harassment based on protected characteristics.
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