Remote Customer Service Representative (Nights)

Job description

Customer Service Representatives (Nights) 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. This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. Key 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 Wonder if you are a good fit for this position? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Qualifications • 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 Preferred (Not Required) • 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 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! 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. 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. 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.