Remote Customer Service Representative (Nights)

MCI Careers

9d•Remote

About The Position

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Are you a problem solver with a passion for helping people? Do you thrive in a fast-paced environment and enjoy creating outstanding customer experiences? If so, we want you on our team! We’re looking for Customer Service Representatives (Nights) to represent some of the world’s most recognized brands during the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services. 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.

Requirements

18 years or older with a high school diploma or equivalent
Excellent verbal and written communication skills
Typing speed of 20+ words per minute
Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
Familiarity with Windows operating systems
Strong problem-solving, conflict resolution, and troubleshooting skills
Reliable, punctual, and motivated with a strong work ethic
Ability to multi-task, stay organized, and self-manage
Customer-first mindset: empathetic, patient, and responsive
Positive attitude and a team-player spirit
Comfortable working in a fast-paced, dynamic environment

Nice To Haves

1+ year in customer service, call center, help desk, technical support, inside sales, or back-office roles
Prior experience with contact centers or government-related accounts

Responsibilities

Manage inbound and outbound calls with professionalism, empathy, and efficiency
Troubleshoot and resolve customer issues, focusing on first-call resolution
Research and retrieve information using internal systems; collaborate with other teams as needed
Accurately document and process customer claims and interactions
Follow scripts, policies, and procedures while using training resources to provide accurate answers
Handle sensitive information with discretion and maintain confidentiality
Escalate complex cases to the appropriate team or manager
Stay updated on products and processes by attending ongoing training
Meet all attendance, reliability, and night shift scheduling requirements

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.