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About the Role
MCI is seeking enthusiastic and service-driven Customer Support Agents to engage with customers nationwide, provide support, resolve technical issues, and promote products and services while delivering a best-in-class customer experience. This role involves interacting with hundreds of customers weekly, requiring confident, motivated individuals with energy, positivity, and a team-first mindset.
Responsibilities
- Handle inbound and outbound customer interactions courteously and professionally.
- Deliver first-call resolution through problem-solving and effective call handling.
- Research systems and coordinate with other departments to resolve issues.
- Accurately document and process customer claims in company systems.
- Follow all required scripts, policies, and procedures while ensuring customer satisfaction.
- Utilize training and knowledge base resources to answer questions accurately.
- Escalate unresolved or complex issues to the appropriate teams.
- Protect customer confidentiality and handle sensitive information responsibly.
- Stay current by attending training sessions and reviewing updates.
- Consistently meet attendance and work schedule requirements.
Requirements
- Must be 18+ years old with a high school diploma or equivalent.
- Excellent written and verbal communication skills.
- Ability to type 20+ words per minute accurately.
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Familiarity with the Windows operating system.
- Reliable and punctual with strong organizational skills.
- Strong ability to troubleshoot, resolve conflicts, and problem-solve.
- Customer service oriented: empathetic, patient, responsive, and conscientious.
- Ability to multi-task, self-manage, and stay focused in a fast-paced environment.
- Strong team orientation with excellent interpersonal skills.
- Must be authorized to work in the country where the job is based.
- Willing to submit to a background and/or security investigation.
- Willing to submit to drug screening.
Skills
- Customer service
- Technical support
- Inside sales
- Back-office support
- Chat support
- Administrative support
- Microsoft Office
- Windows operating system
- Troubleshooting
- Conflict resolution
- Problem-solving
- Multi-tasking
- Self-management
- Interpersonal skills
Location
- All MCI Locations
Work Type
- Onsite
- Remote
- Hybrid
Experience Level
- 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment (Preferred)
- Prior state or federal work experience (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.
- MCI is committed to fostering an environment for professional career building, continuous learning, and development.
- 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 multiple locations.
- MCI employs 10,000+ individuals across various MCI brands.
Equal Opportunity
- MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
- All aspects of employment are based on merit and qualifications.
- MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
- 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 a manner consistent with local and federal requirements.
- MCI will not tolerate discrimination or harassment.
- MCI adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
- MCI provides reasonable accommodation to qualified employees with protected disabilities.