Dispatch Customer Service Representative

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 Dispatch Customer Service Representatives to provide inbound support, technical troubleshooting, and coordinate with vendors to ensure smooth service delivery in an entry-level role.

Responsibilities:

• Answer inbound calls and place outbound calls in a courteous, professional manner
• Listen to customers, understand their needs, and provide effective resolutions
• Coordinate with vendors and partners to manage dispatch operations
• Accurately document customer claims and update internal systems
• Follow all policies, scripts, and procedures to ensure compliance and consistency
• Use training and knowledge resources to provide accurate, timely support
• Handle sensitive information with confidentiality
• Escalate complex issues to supervisors or managers as needed
• Troubleshoot, problem-solve, and ensure first-call resolution whenever possible
• Attend training sessions and stay up to date on program updates and processes
• Meet all attendance, reliability, and scheduling requirements

Requirements:

• Must be 18+ years old with a high school diploma or equivalent
• Strong English communication skills (oral and written)
• Computer proficiency: data entry, Windows PC navigation, and ability to learn new systems
• Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Typing speed of 20+ WPM with accuracy
• Reliable high-speed wired internet (20Mbps+ download required)
• Excellent organization, troubleshooting, and conflict resolution skills
• Dependable, punctual, and able to work scheduled shifts (including during training)
• Customer-first mindset: empathetic, patient, and responsive
• Ability to multi-task, self-manage, and stay focused in a fast-paced environment
• Strong team player with positive interpersonal skills
• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative roles
• Prior work-from-home experience
• State or federal work experience