Remote Call Center Representative

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are hiring Remote Call Center Representatives to join our customer support team. This role is perfect for individuals who are passionate about helping others, enjoy working from home, and thrive in a fast-paced environment. You’ll be the first point of contact for our customers, providing exceptional service and support.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• Answer inbound calls and respond to customer inquiries in a professional manner.
• Resolve customer issues efficiently while maintaining a positive attitude.
• Document all interactions accurately in the CRM system.
• Follow communication scripts and standard operating procedures.
• Escalate complex issues to the appropriate department when necessary.
• Meet or exceed performance metrics including call quality, response time, and customer satisfaction.

• Must be 18 years or older
• High school diploma/GED
• 1+ year of experience in a call center or customer service role
• Excellent verbal and written communication skills
• Ability to multitask and manage time effectively in a remote setting
• Proficient with computers and customer service software
• Reliable internet connection and a quiet home workspace
• Fluent in English and Spanish

• Paid Time Off (PTO) and paid holidays
• Incentives and rewards programs with cash bonuses and prizes
• Health benefits for full-time employees after 60 days; MEC medical plans after 30 days (varies by location)
• Retirement savings options where available
• Short-term disability and life insurance options
• Supplemental insurance (accident and critical illness)
• Career growth opportunities and paid training
• Casual dress code and a team-oriented work environment

This job operates in a professional office environment. The role may require extended periods of computer use and phone work. Some locations may have additional conditions of employment related to background checks and drug screening.

All MCI locations are equal opportunity employers. MCI does not discriminate based on age, race, color, religion, sex, national origin, disability, or any other protected characteristic. Reasonable accommodations may be provided in accordance with applicable laws. Applicants with criminal histories will be considered in a manner consistent with local and federal requirements.

MCI helps customers take on CX and DX challenges differently, delivering solutions in BPO, staff augmentation, contact center services, and IT services. MCI operates multiple facilities across North America and internationally, with a focus on delivering value and growth opportunities for employees.

Note:

The employer reserves the right to revise this job description at any time. This description is not a contract of employment and either party may terminate employment at any time for any reason.