Customer Service Representative; Nights

Overview

Join to apply for the Customer Service Representative (Nights) role at Mass Markets and at MCI
, a fast-growing tech-enabled business services company with a global contact center footprint. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries. Our contact centers are powered by on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

• Manage inbound and outbound calls with professionalism, empathy, and efficiency
• Troubleshoot and resolve customer issues, focusing on first-call resolution
• Research and retrieve information using internal systems; collaborate with other teams as needed
• Accurately document and process customer claims and interactions
• Follow scripts, policies, and procedures while using training resources to provide accurate answers
• Handle sensitive information with discretion and maintain confidentiality
• Escalate complex cases to the appropriate team or manager
• Stay updated on products and processes by attending ongoing training
• Meet all attendance, reliability, and night shift scheduling requirements

• 18 years or older with a high school diploma or equivalent
• Excellent verbal and written communication skills
• Typing speed of 20+ words per minute
• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Strong problem-solving, conflict resolution, and troubleshooting skills
• Reliable, punctual, and motivated with a strong work ethic
• Ability to multi-task, stay organized, and self-manage
• Customer-first mindset: empathetic, patient, and responsive
• Positive attitude and a team-player spirit
• Comfortable working in a fast-paced, dynamic environment

• 1+ year in customer service, call center, help desk, technical support, inside sales, or back-office roles
• Prior experience with contact centers or government-related accounts

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need
• Incentives & Rewards:
  Participate in contests with cash bonuses and prizes
• Health Benefits:
  
  Medical, dental, and vision coverage after 60 days for full-time; MEC plans after 30 days; options vary by location
• Retirement Savings:
  Retirement programs, where available
• Disability Insurance:
  Short-term disability coverage
• Life Insurance:
  Life insurance options
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  Opportunities for internal promotions
• Paid Training:
  Learn new skills while earning a paycheck
• Work Environment:
  Team-oriented culture and casual dress code

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

MCI and its subsidiaries embrace diversity and are an equal opportunity employer. All aspects of employment are based on merit and qualifications. MCI prohibits discrimination and harassment and is committed to reasonable accommodations for qualified applicants with disabilities as required by law.

About MCI MCI helps customers take on CX and DX challenges by providing BPO, staff augmentation, and IT services. The information provided reflects a general overview and may be updated.