Remote Customer Service Representative (Nights)

MCI is a tech-enabled business services company delivering customer experience, business process outsourcing, and cloud technology solutions. The Entry-Level Customer Service Representative will handle night-shift customer interactions, resolve support issues, answer product and process inquiries, process claims, and identify opportunities to sell products and services.

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

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
• Must be authorized to work in the country where the job is based
• 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