Call Center Representative (FULL-TIME)

MCI Careers•Wichita, KS

11d•Onsite

About The Position

MCI is seeking enthusiastic and customer-focused Customer Service Representatives to join their team. In this role, you will provide exceptional support across inbound customer service, help desk, technical support, and back-office functions for a variety of commercial and public sector clients. You will assist customers with product and service inquiries, troubleshoot basic technical issues, resolve account-related concerns, and represent some of the world's most recognized brands with professionalism and care. This is an excellent opportunity to grow within a supportive environment, with comprehensive training and clear career progression opportunities into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management. To be considered, candidates must complete a full application on the company careers page, including screening questions and a pre-employment test.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent.
Previous experience using computers for data entry and customer support activities.
Excellent verbal and written communication skills in English.
Ability to type accurately at a minimum of 20 words per minute.
Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for applicable work-from-home positions.
Strong organizational, time management, and multitasking skills.
Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
Comfortable using Windows-based applications and learning new software systems.
Strong analytical and problem-solving abilities with the confidence to troubleshoot customer concerns.
Excellent conflict resolution, negotiation, and interpersonal skills.
Customer-focused with empathy, patience, professionalism, and a genuine desire to help others.
Ability to thrive in a fast-paced, constantly evolving environment.
Dependable with excellent attendance and punctuality.
Strong team player with a positive attitude and willingness to learn.
Ability to work scheduled shifts, including the required training period.
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.
Must be willing to submit to drug screening.

Nice To Haves

One year of experience in a contact centre environment supporting customer service, technical support, inside sales, back-office operations, live chat, or administrative support.
Previous experience supporting state or federal government programs is advantageous but not required.

Responsibilities

Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
Listen actively to customers, identify their needs, and provide accurate solutions to resolve inquiries.
Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related questions.
Research and gather information across multiple systems to resolve customer concerns or coordinate with other departments when necessary.
Process customer requests, claims, and account updates accurately while maintaining detailed documentation.
Utilize company systems, technology, and knowledge resources to effectively manage customer accounts.
Follow all client-specific processes, scripts, policies, and compliance requirements.
Escalate complex customer concerns to the appropriate departments or management team when required.
Strive to achieve first-contact resolution through effective problem-solving and communication.
Protect confidential and personal customer information by adhering to company policies and data privacy standards.
Participate in ongoing training sessions, team meetings, and development activities to stay current with products, systems, and processes.
Meet established performance, quality, attendance, and schedule adherence expectations.
Contribute to a positive team environment while consistently delivering an outstanding customer experience.