Remote Contingent Contact Center Agent

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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 are seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurricane disaster relief needs. The ideal candidate will apply the latest customer service techniques and learn our account management systems while helping improve the customers experience during a difficult time.

Candidates accepted for this role will be e-mailed and texted on an as-needed basis. Hours of operation are from 8:00 AM - 8:00 PM ET, with shifts from 8:00 AM - 2:00 PM and 2:00 PM - 8:00 PM.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Assist customers with service inquiries
• Learn the common requests and solutions
• Improve the customer's experience
• Utilize our service techniques and systems
• Escalate customer dissatisfaction to proper channels

Candidate Qualifications

All positive and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated, possessing the following qualities:

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Typing speed of 20+ words per minute
• Basic knowledge of Microsoft Office Suite
• Basic understanding of Windows OS
• Highly reliable with good attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced, changing environment
• Excellent interpersonal skills and relationship-building ability

Compensation & Benefits

We value your contributions and offer competitive packages that grow with you. Starting pay depends on experience, with benefits including:

• HMO
• Full salary during training
• Free meal during training
• Medical/Dental coverage
• Career growth opportunities
• Allowances (Rice, Clothing, Laundry, Meals)
• Performance & Loyalty Bonuses
• Workplace disinfection measures
• Employee shuttle services
• Company retreats and events
• Social and networking opportunities

Physical & Other Requirements

This role involves sitting/standing for long periods, using computers and phones, and occasional movement around the office. Must be able to lift up to 40 pounds occasionally.

Conditions of Employment

• Must be authorized to work in the country
• Willing to undergo background/security checks and drug screening

Equal Opportunity & Accommodation

We embrace diversity and are committed to providing reasonable accommodations under ADA. We do not discriminate based on age, race, gender, disability, or other protected characteristics.

About MCI

MCI provides innovative customer experience solutions, including BPO, IT services, and more, with a presence across North America and globally. Recognized for rapid growth, MCI employs over 10,000 professionals serving diverse clients.

Additional Information

This description provides a general overview. Responsibilities and qualifications may vary. We reserve the right to revise this description at any time. Employment is at-will.

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