Remote Customer Service Representative

Position Overview

MCI is a leading tech‑enabled business services provider with a strong call‑center footprint worldwide. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud solutions across healthcare, retail, government, technology, e‑commerce, and financial services. Our contact centers, powered by on‑site and remote agents, use advanced technologies to enhance customer journeys, drive scalability and reduce costs.

We seek a dedicated, customer‑focused Customer Service Representative to manage customer inquiries, provide accurate information, resolve issues efficiently, and maintain a positive customer experience. Excellent communication skills, problem‑solving mindset, and the ability to thrive in a high‑energy environment are essential.

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunities and apply sales skills to upgrade
• Explain and position products and processes with customers
• Appropriately elevate customer dissatisfaction to the managerial team
• Ensure first‑call resolution through problem‑solving and effective call handling

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating systems
• Highly reliable with regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem‑solving, and negotiation
• Customer‑service orientation (empathetic, responsive, patient, conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Thrives in a fast‑paced environment with frequent change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

• Must be authorized to work in the country where the job is based
• Willing to submit to a Level II background/security investigation with a fingerprint; job offers contingent on results
• Willing to undergo drug screening; job offers contingent on results

This role is primarily office‑based, with the employee largely sedentary and required to sit or stand for long periods using a computer and telephone headset. The employee must regularly operate office equipment (phone, copier, printer) and may need to move around the office, reach in any direction, raise or lower objects, and lift up to 40 pounds.

Starting compensation is based on experience. MCI offers a competitive benefits package that grows with your career. Benefits include:

• Paid Time Off (PTO) and paid holidays
• Incentives & Rewards (daily, weekly, monthly contests, cash bonuses, prizes)
• Health Benefits (medical, dental, vision) after 60 days for full‑time employees; 30‑day access for part‑time
• Retirement Savings (when available)
• Disability Insurance (short‑term)
• Life Insurance
• Supplemental Insurance (accident and critical illness)
• Career Growth (internal promotions)
• Paid Training
• Fun, engaging work environment; casual dress code

MCI maintains a work environment free from discrimination, treating all employees and applicants with dignity and respect. We are an equal‑opportunity employer and provide reasonable accommodations for qualified employees and applicants with disabilities. We comply with applicable laws and regulations regarding background checks and drug testing.

The employer has the right to revise this job description at any time. This document is not an employment contract, and either you or the employer may terminate employment for any reason.