Job Description

Position Overview

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.

We are currently seeking both entry-level and experienced Call Center Agents to support a variety of inbound customer service, help desk, and back-office processing roles for commercial and public sector clients. In this position, you will handle incoming inquiries, assist with product and process-related questions, and troubleshoot basic technical issues all while representing some of the world's most recognized brands with professionalism and care.

A wide range of project opportunities are available, with schedules varying by site and program. This is an excellent opportunity to launch or grow your career. With our industry-leading training and development programs, you'll gain valuable skills and have access to advancement opportunities in areas such as Supervision, Training, Talent Acquisition, and Operations Management.

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.

Position Responsibilities

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers across the country each week to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• Manage inbound and outbound customer interactions in a courteous, timely, and professional manner
• Actively listen to customers, identify their needs, and provide effective solutions
• Research internal systems to locate missing information and collaborate with other departments as needed
• Follow client-specific procedures and maintain a high level of professionalism
• Use technology and tools to manage customer accounts and complete service tasks
• Accurately document customer interactions and process claims
• Adhere to scripts, policies, and compliance procedures
• Leverage training and knowledge bases to provide accurate and helpful responses
• Handle sensitive information with confidentiality and care
• Escalate complex or unresolved issues to the appropriate team members
• Strive for first-call resolution through effective communication and problem-solving
• Participate in training sessions and stay updated on program changes
• Meet attendance and scheduling expectations

Candidate Qualifications

We provide all new employees with world-class training, so positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to type at least 20 words per minute
• Basic proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Dependable and punctual with strong time management skills
• Ability to troubleshoot and follow up on customer concerns
• Strong problem-solving, negotiation, and conflict resolution skills
• Customer-focused: empathetic, patient, and responsive
• Ability to multitask, stay organized, and work independently
• Team-oriented with excellent interpersonal skills
• Comfortable working in a fast-paced, dynamic environment

Preferred (Not Required):

• 1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles
• Experience in a contact center or government-related work environment

Compensation Details

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our 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!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position:

• 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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of 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, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About MCI (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies

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