Customer Service Representatives

Position Overview Full-Time Customer Service Representative (Non-Voice) – MCI is a technology-enabled business services company delivering CX, BPO, and XaaS solutions worldwide. We operate on-site and remote contact centers using advanced technology to enhance customer journeys and drive scalability. Responsibilities Respond to customers via email and chat in a courteous, timely, and professional manner. Understand customer needs, resolve inquiries, and achieve first-contact resolution whenever possible. Research systems to retrieve or update information, collaborating with other departments as needed. Follow client processes, scripts, and policies while maintaining a professional and customer-focused approach. Use training resources and knowledge bases to provide accurate responses. Handle and protect confidential and sensitive information appropriately. Escalate complex issues to supervisors or managers when required. Attend training sessions and review updates to stay current on program knowledge and system changes. Consistently meet attendance, schedule, and performance expectations. Qualifications 18 years or older with a high school diploma or equivalent. Strong English reading, writing, and communication skills. Minimum of 6 months of email/chat customer support experience (US accounts preferred). Typing speed of 40+ WPM with 95% accuracy. Excellent comprehension and grammar (assessment scores >90%). Proficiency with Windows applications and ability to quickly learn new systems. Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). Familiarity with CRM platforms (a plus). Strong problem-solving, conflict resolution, and troubleshooting skills. Ability to multi-task, stay focused, and self-manage in a fast-paced environment. Team-oriented, customer-focused, and empathetic. Reliable and punctual with the ability to maintain a consistent schedule. Flexibility to work shifts, weekends, and holidays. 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 with a fingerprint; job offers contingent on background/security investigation results. Must be willing to submit to drug screening; job offers contingent on drug screening results. Compensation and Benefits Starting compensation is based on experience and includes Health insurance (HMO, dental, vision). Performance and loyalty bonuses. Rice, clothing, laundry, and meal allowances. Employee shuttle services. Company retreats and off-site events. Frequent workplace disinfection and fogging. Physical Requirements This job operates in a professional office environment. 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 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. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates 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. For accommodations please contact Human Resources. Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. MCI is an Equal Opportunity Employer. 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. About MCI 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 with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. #J-18808-Ljbffr