Inbound Customer Service

Sydney, NS

Inbound Customer Service Openings. We are looking for inbound customer service agents to support projects for a wide variety of clients. You will be responsible for answering inbound calls, handling customer questions and complaints, and seizing opportunities to upsell products when they arise. Candidates should have a social and positive demeanor, a strong work ethic, and a track record of working well with customers.

There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we usually find something that works for everyone.

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 test.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first‑call resolution through problem solving and effective call handling.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff and manager for resolution as needed.
• Attend meetings and training, review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• The 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 system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow up on customer issues.
• An aptitude for conflict resolution, problem solving, and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• The ability to thrive in a fast‑paced environment where change and ambiguity prevail.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

• 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).

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Benefits include:

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Health Benefits:
  
  Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access life insurance options to safeguard your loved ones.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment:
  Enjoy a team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code:
  Be comfortable while you work.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for…