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About the Role

MCI is seeking Bilingual Call Center Representatives to handle inbound customer service, help desk, and back-office processing for commercial and public sector clients. In this role, you will interact with customers nationwide, resolving inquiries, troubleshooting basic technical issues, and assisting with product/process questions while representing well-known brands.

Responsibilities

• Handle inbound and outbound customer contacts professionally and efficiently
• Listen actively to understand customer needs and provide accurate solutions
• Use internal systems and tools to manage accounts and process inquiries
• Identify and act on sales opportunities to promote products and services
• Clearly explain product features and processes to customers
• Escalate complex or dissatisfied customer issues to management
• Ensure first-call resolution through effective troubleshooting and communication
• Stay up to date on program changes by attending training and reviewing materials
• Maintain accurate documentation of customer interactions in CRM systems
• Adhere to all scripts, policies, and confidentiality requirements

Requirements

• Must be 18 years or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to type 20+ words per minute
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management and self-motivation
• Skilled in conflict resolution, problem-solving, and customer empathy
• Able to multi-task, stay focused, and work independently
• Team-oriented with a strong customer-first mindset
• Comfortable working in a fast-paced, dynamic environment
• Must be authorized to work in the country where the job is based
• Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
• Must be willing to submit to drug screening

Skills

• Customer Service
• Technical Support
• Inside Sales
• Back-office Support
• Chat Support
• Administrative Support
• Conflict Resolution
• Problem-Solving
• Customer Empathy
• Multi-tasking
• Time Management
• Self-motivation
• Microsoft Office Suite
• Windows Operating Systems

Location

• All MCI Locations

Work Type

• Full-time

Experience Level

• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support (Preferred)

Education Level

• High school diploma or equivalent

Benefits

• Paid Time Off
• Paid holidays
• Supplemental health coverage through Blue Cross (for full-time employees)
• Life insurance options
• Accident insurance
• Critical illness insurance
• Career Growth opportunities
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

About the Company

• MCI is a fast-growing tech-enabled business services company with a strong call center footprint and global operations.
• We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
• Our contact centers utilize on-site and remote agents with advanced technologies to improve customer journeys, scalability, and cost reduction.
• MCI is committed to fostering careers with continuous learning and development opportunities.
• In 2019, MCI was named Iowa's Fastest Growing Company and the 452nd Fastest Growing Privately Company in the USA by Inc. Magazine.
• MCI has ten business process outsourcing service delivery facilities across the US, Canada, South Africa, and the Philippines.
• MCI employs over 10,000 individuals across various brands and serves over 150 North American client partners.

Equal Opportunity

• MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
• All employment aspects are based on merit and qualifications.
• MCI maintains a work environment free from discrimination and harassment.
• MCI does not discriminate based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.
• MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.
• MCI provides reasonable accommodation to qualified employees with protected disabilities as required by law.