4X10 Customer Service Representative

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 enthusiastic Customer Service Representatives to provide exceptional support across inbound customer service, help desk, and back-office operations for a variety of commercial and public sector clients. In this role, you’ll respond to incoming inquiries, resolve basic technical issues, and assist customers with product and process-related questions all while representing some of the world’s most well-known brands with professionalism and care.

 

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 4X10 CALL CENTER REPRESENTATIVE DO? 

Your main objective is to resolve customer inquiries, increase customer satisfaction, and drive sales growth. Learn our customer experience methodology and state-of-the-art contact center technology. Develop your abilities and grow with our team, interacting with hundreds of customers each week. Professionally manage a variety of accounts, taking inbound requests and making outbound calls.

 

Key Responsibilities:

• Handle inbound and outbound contacts courteously, timely, and professionally.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks courteously and professionally.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to answer customer questions accurately.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately escalate customer issues with the managerial team.
• Escalate customer issues to the appropriate staff for resolution as needed.
• Ensure first-call resolution through problem-solving and effective call handling. 
• Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and process changes.
• Adhere to all attendance and work schedule requirements.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so 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 or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to type at least 20 words per minute
• Basic proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Familiarity with the Windows operating system
• Dependable with consistent attendance and punctuality
• Skilled in troubleshooting and follow-up
• Customer-focused with strong interpersonal and conflict-resolution skills
• Able to multitask and work independently
• Team-oriented and adaptable in a fast-paced environment

 

Preferred (Not Required)

• One year of experience in customer service, tech support, sales, back-office, chat, or administrative roles in a contact center
• Experience in state or federal government roles

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 t