Remote Contact Center Customer Experience Associate

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 a friendly and reliable customer service representative to support our clients in a BPO contact center environment. As a key member of our team, you will be responsible for handling customer inquiries, resolving issues, and ensuring a smooth and satisfying customer experience.

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.

• Handle inbound calls, emails, or chats from customers in a professional and courteous manner.
• Provide accurate information about products, services, and billing, ensuring a high level of customer satisfaction.
• Resolve customer complaints and escalate when necessary, working closely with internal teams to resolve issues.
• Maintain detailed records of customer interactions, providing valuable insights for future improvements.
• Follow company procedures and compliance guidelines, adhering to regulatory requirements.
• Meet performance goals related to quality, efficiency, and customer satisfaction, continually striving for excellence.

We are looking for highly motivated and dedicated individuals who possess the following qualities:

• Must be 18 years or older, with a high school diploma or equivalent.
• 1+ year of customer service experience, preferably in a contact center environment.
• Strong communication and interpersonal skills, with the ability to multitask and work in a fast-paced environment.
• Familiarity with CRM systems and call center tools, with a willingness to learn and adapt.
• Fluency in English and Spanish, with the ability to communicate effectively with customers and colleagues.

At MCI, we value our employees and offer a range of benefits and incentives to support their growth and well-being:

• HMO medical and dental coverage.
• Free meal during training.
• Career growth and learning opportunities.
• Allowances for expenses.
• Performance and loyalty bonuses.
• Frequent disinfection and fogging of workplace.
• Opportunities for growth and promotion.
• Employee shuttle services.
• Company retreats and off-site events.
• Sharpen your social skills while meeting awesome people and making new friends.
• Plus, more in-office rewards, raffles, recognition gifts, and treats.

This job operates in a professional office environment, with minimal physical demands. While performing the duties of this role, 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 to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.

At MCI, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time.