Full-Time Customer Care Agent

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We’re seeking full-time Customer Care Agents to join our dynamic and growing team! In this role, you’ll support inbound customer service, help desk, and back-office operations for both commercial and public sector clients. You’ll handle incoming calls, troubleshoot basic technical issues, and build meaningful relationships with customers all while representing some of the world’s most trusted brands.

 

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.

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POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

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 customer interactions in a courteous and professional manner
• Resolve customer issues efficiently, aiming for first-call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document and process customer claims and inquiries
• Use training and knowledge base resources to answer questions while adhering to scripts, policies, and procedures
• Maintain confidentiality and handle sensitive information with care
• Escalate complex issues to the appropriate team or supervisor
• Attend training sessions and team meetings to stay current on program updates and system changes
• Adhere to assigned schedules and attendance requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

 

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent written and verbal communication skills
• Ability to type at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with a strong work ethic
• Strong troubleshooting and follow-up skills
• Conflict resolution and problem-solving abilities
• Customer-focused: empathetic, patient, and responsive
• Able to multitask, stay organized, and self-manage
• Comfortable in a fast-paced, evolving environment
• Excellent interpersonal skills and a collaborative mindset

 

Preferred (Not Required)

• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative roles
• Experience in a contact center or government-related work

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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, den