Overview
Position Overview
MCI es una empresa líder en Externalización de Procesos de Negocio (BPO) que se especializa en ofrecer soluciones personalizadas para satisfacer las diversas necesidades de nuestros clientes. Con un compromiso con la excelencia y un enfoque en la innovación, nos hemos establecido como un socio de confianza en la industria. We are seeking bilingual customer service representatives to support inbound customer service, technical support, and back-office processing for commercial and public sector support roles. In this role, you will handle incoming calls, resolve basic technical issues, build strong customer relationships, investigate to identify needs, and recognize opportunities to promote new products and services. Candidates should be natural problem solvers who strive to provide excellent customer service and exceptionally high customer satisfaction. This is an entry‑level position offering paid on‑the‑job training. While no prior contact center experience is required, experience in customer service, technical support, inside sales, or office support is advantageous. 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 assessment.
Responsibilities
* Handle incoming calls from customers in a courteous, timely, and professional manner, including email and live chat.
* Listen to customers, understand their needs, and resolve their problems.
* Escalate customer issues to the appropriate staff and management for resolution as needed.
* Aim for first‑call resolution by troubleshooting and effectively managing calls.
* Follow client program processes and perform all tasks in a courteous and professional manner.
* Use the knowledge base and training to respond accurately to customer questions.
* Create and maintain accurate CRM records of customer interactions and call details.
* Document call resolutions accurately in the appropriate systems.
* Adhere to client processes for handling issues and inquiries related to finances.
* Comply with requirements related to confidential and personal information.
* Follow all required scripts, policies, and procedures.
* Adhere to all attendance and work hour requirements, including scheduled training.
Qualifications
* Must be 18 years of age or older.
* High school diploma or equivalent.
* Excellent organizational, writing, and verbal communication skills.
* Ability to type quickly and accurately (more than 20 words per minute).
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
* Basic understanding of Windows operating system.
* Highly reliable with the ability to maintain regular attendance and punctuality.
* Ability to assess, troubleshoot, and follow up on customer issues.
* Conflict resolution, problem solving, and negotiation aptitude.
* Customer service orientation (empathetic, responsive, patient, and conscientious).
* Ability to multitask, stay focused, and self‑manage.
* Strong teamwork and customer‑focused mindset.
* Ability to thrive in a fast‑paced environment with frequent change and ambiguity.
* Excellent interpersonal skills and ability to build relationships with team and customers.
* Ability to read and speak English fluently.
Compensation & Benefits
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
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
* Paid Time Off: Earn PTO and paid holidays to take the time you need.
* Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses, prizes, and occasionally cars.
* Health Benefits: Full‑time employees are eligible for medical, dental, and vision coverage after 90 days;
MEC medical plans available after 30 days. Benefit options vary by location.
* Retirement Savings: Retirement programs where available.
* Disability Insurance: Short‑ and long‑term disability coverage.
* Life Insurance: Life insurance options.
* Career Growth: Opportunities for internal promotions and advancement.
* Paid Training: Learn new skills while earning a paycheck.
* Fun, Engaging Work Environment: Team‑oriented culture encouraging collaboration.
* Casual Dress Code: Comfortable attire.
Other Information
Equal Opportunity Employer: MCI embraces diversity and is committed to an inclusive work environment. All aspects of employment are based on merit and qualifications. MCI prohibits discrimination and harassment and provides reasonable accommodations as required by law. All candidates may be considered for employment in accordance with local and federal requirements. The employer reserves the right to revise this job description at any time;
it is not an employmentcontract, and either party may terminate employment at any time for any reason.
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