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About the Role
MCI is seeking Customer Service Agents to provide inbound support across customer service, help desk, technical assistance, and back-office operations. You will represent recognized brands, delivering exceptional service and solutions in a mid-shift, fast-paced, customer-focused environment.
Responsibilities
- Deliver courteous, timely, and professional support via inbound and outbound calls.
- Troubleshoot and resolve customer issues, aiming for first-call resolution.
- Use internal systems to research and retrieve customer information.
- Collaborate with other departments to resolve complex inquiries.
- Accurately document customer interactions and claims.
- Follow scripts, policies, and procedures while applying training and knowledge.
- Handle sensitive information with confidentiality and care.
- Escalate unresolved issues to the appropriate team or manager.
- Stay current by attending training sessions and reviewing updated materials.
- Meet all attendance and scheduling requirements.
Requirements
- Must be 18 years or older.
- High school diploma or equivalent.
- Strong written and verbal communication skills.
- Ability to type at least 20 words per minute.
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Familiarity with Windows operating systems.
- Dependable and punctual with a strong work ethic.
- Skilled in troubleshooting, follow-up, and issue resolution.
- Strong conflict resolution and negotiation abilities.
- Customer-focused: empathetic, patient, and responsive.
- Able to multitask, stay organized, and self-manage.
- Team-oriented with a positive attitude.
- Comfortable in a fast-paced, ever-changing environment.
- Excellent interpersonal skills and the ability to build rapport.
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a background and/or security investigation.
- Must be willing to submit to drug screening.
Skills
- Customer Service
- Help Desk Support
- Technical Assistance
- Back-Office Operations
- Inbound Calls
- Outbound Calls
- Troubleshooting
- Issue Resolution
- Microsoft Office
- Windows Operating Systems
- Conflict Resolution
- Negotiation
- Multitasking
- Organization
- Self-Management
- Interpersonal Skills
- Rapport Building
Location
- On-site
Work Type
- Full-time
- Mid-shift
Experience Level
- Entry Level
Education Level
- High School Diploma or Equivalent
Benefits
- Paid Time Off
- Paid Holidays
- Supplemental Health Coverage
- Life Insurance
- Supplemental Insurance (Accident and Critical Illness)
- Career Growth Opportunities
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
About the Company
- MCI is a tech-enabled business services company providing Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
- MCI fosters an environment for career building, continuous learning, and development.
- Named by Inc. Magazine as Iowa’s Fastest Growing Company in 2019 and ranked 452nd Fastest Growing Privately Company in the USA.
- Operates ten business process outsourcing service delivery facilities globally.
- Employs over 10,000 individuals across multiple brands.
Equal Opportunity
- MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
- Employment is based on merit and qualifications.
- Maintains a work environment free from discrimination and harassment.
- 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.
- Considers qualified applicants with criminal histories in accordance with local and federal requirements.
- Provides reasonable accommodation to qualified employees with disabilities.