Job Description

POSITION OVERVIEW MCI is a leading business services company offering customer experience and contact center solutions. We are hiring a Call Center Representative to provide professional, empathetic, solution‑focused support to inbound callers. In this role, you’ll assist with customer inquiries, resolve disputes, process payments, and guide callers through various procedures while delivering a top‑tier experience. We offer paid training, competitive compensation, full benefits, performance incentives, and clear paths for advancement. Prior contact center experience is not required, but experience in customer service, tech support, inside sales, or back‑office support is a plus. POSITION RESPONSIBILITIES Handle inbound and outbound calls in a courteous and timely manner. Actively listen to customer concerns and provide accurate, effective solutions. Research internal systems to locate missing information and collaborate with other departments as needed. Process payments and manage account‑related tasks using company tools. Document customer interactions and claims with precision. Follow scripts, policies, and procedures to ensure consistency and compliance. Use training and knowledge bases to confidently answer customer questions. Escalate unresolved issues to the appropriate team or supervisor. Ensure first‑call resolution through effective troubleshooting and communication. Stay current with training materials, system updates, and program knowledge. Maintain confidentiality and protect customer data. Meet attendance and scheduling expectations. CANDIDATE QUALIFICATIONS All positive and driven applicants are encouraged to apply. The ideal candidate is highly motivated and dedicated and should possess the following qualities: Must be 18 years or older. High school diploma or equivalent. Strong written and verbal communication skills. Typing speed of 20+ WPM with accuracy. Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). Familiarity with Windows operating systems and ability to learn new tools. Reliable and punctual with a strong work ethic. Ability to troubleshoot, resolve conflicts, and follow up on customer issues. Customer‑first mindset: empathetic, patient, and responsive. Ability to multitask, self‑manage, and adapt to change. Team‑oriented with excellent interpersonal skills. Preferred: 1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles. Experience in state or federal work environments. COMPENSATION & BENEFITS Starting compensation is based on experience. You can expect a competitive hourly rate of $14.00–$17.25. Benefits include: Paid Time Off and paid holidays. Incentives & rewards through daily, weekly, and monthly contests. Medical, dental, and vision coverage after 60 days of employment; full‑time employees and Massachusetts employees qualify earlier. Retirement savings programs where available. Short‑term disability coverage. Life insurance options. Accident and critical illness supplemental insurance. Career growth opportunities with internal promotions. Paid training while earning a paycheck. Team‑oriented and engaging work environment. Casual dress code. PHYSICAL REQUIREMENTS Largely sedentary work environment. Employee will sit/stand for long periods while using a computer and telephone headset, operate computer and office equipment. Occasional light manual handling up to forty (40) pounds. CONDITIONS OF EMPLOYMENT Must be authorized to work in the country where the job is based. Must be willing to submit up to a Level II background and/or security investigation and drug screening as part of the hiring process. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any protected characteristic. MCI provides reasonable accommodation to qualified employees with disabilities in accordance with applicable laws. 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. #J-18808-Ljbffr

Job Tags

Similar Jobs