Customer Service Representative (Nights)

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Are you a problem solver with a passion for helping people? Do you thrive in a fast-paced environment and enjoy creating outstanding customer experiences ? If so, we want you on our team!

We’re looking for Customer Service Representatives (Nights) to represent some of the world’s most recognized brands during the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services.

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

Responsibilities

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key 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

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Qualifications

• 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

Preferred (Not Required)

• 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