Customer Service Representative; Nights

Join to apply for the Customer Service Representative (Nights) role at Mass Markets

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.

Are you a problem solver with a passion for helping people? Do you thrive in a fast-paced environment and enjoy creating outstanding customer experiences
? If so, we want you on our team!

We’re looking for Customer Service Representatives (Nights) to represent some of the world’s most recognized brands during the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services.

Location:

Wichita, KS

• 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

• 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

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:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Contests with cash bonuses and prizes.
• Health Benefits:
  
  Full-time employees are eligible for medical, dental, and vision coverage after 60 days; MEC medical plans after 30 days. Benefit options vary by location.
• Retirement Savings:
  Retirement programs, where available.
• Disability Insurance:
  Short-term disability coverage is available.
• Life Insurance:
  Life insurance options.
• Career Growth:
  Opportunities for internal promotions.
• Paid Training:
  Learn new skills while earning a paycheck.
• Casual Dress Code:
  Comfortable dress.

MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

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

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and a telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and…