Remote Customer Service Representative (Nights)

MCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. They are seeking Customer Service Representatives to handle inbound calls, resolve issues, and provide exceptional service during the night shift.

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
• 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