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. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Remote Work-at-Home

JOB TYPE Full-Time & Part-Time

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.

Candidate Qualifications

• 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

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 background/security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results (Does not apply in Canada)

Compensation and Benefits

At MCI, compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Paid Time Off: PTO and paid holidays
• Incentives & Rewards:
  Cash bonuses and prizes
• Health Benefits:
  
  Medical, dental, and vision coverage after an initial period; MEC options vary by location
• Retirement Savings:
  Available where offered
• Disability Insurance:
  Short-term disability coverage
• Life Insurance:
  Available options
• Career Growth:
  Internal promotion opportunities
• Paid Training:
  Learn new skills while earning
• Casual Dress Code:
  Comfortable attire

Physical Requirements

This job operates in a professional office environment and is largely sedentary. The employee will sit/stand for long periods while using a computer and headset, and may move about the office to accomplish tasks. May require lifting up to 40 pounds occasionally.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless it causes undue hardship. Contact Human Resources for accommodation requests.

Diversity and Equality

MCI embraces diversity and is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate and we consider qualified applicants with criminal histories as required by local and federal laws.

Additional Information

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Outsourcing and Offshoring Consulting