Customer Service Representative
Mass Markets
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Benefits offered by this job
Job summary
Qualifications
- Must be 18 years or older.
- Dependable and punctual with a strong work ethic.
- Comfortable working in a dynamic, fast-changing environment.
- Familiarity with Windows operating systems.
Responsibilities
- Engage with customers via inbound and outbound calls.
- Actively listen to customer concerns and deliver effective resolutions.
- Identify opportunities to upsell or upgrade products and services.
- Use internal systems to manage accounts, process claims, and retrieve information.
- Identify opportunities to upsell or upgrade products and services.
- Clearly explain products, services, and processes to customers.
- Escalate complex issues to the appropriate team when needed.
- Strive for first-call resolution through strong problem-solving skills.
- Stay current with training, meetings, and process updates.
- Maintain excellent attendance and punctuality.
Skills
Education
Tools
Job description
Position 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 passionate about helping others and delivering outstanding service? We’re looking for a Customer Service Representative who is empathetic, solution-oriented, and ready to thrive in a fast-paced, customer-focused environment.
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.
- Engage with customers via inbound and outbound calls, providing friendly and professional support.
- Actively listen to customer concerns and deliver effective, timely resolutions.
- Use internal systems to manage accounts, process claims, and retrieve information.
- Identify opportunities to upsell or upgrade products and services.
- Clearly explain products, services, and processes to customers.
- Escalate complex issues to the appropriate team when needed.
- Strive for first-call resolution through strong problem-solving skills.
- Stay current with training, meetings, and process updates.
- Maintain excellent attendance and punctuality.
- Must be 18 years or older.
- High school diploma or equivalent.
- Strong written and verbal communication skills.
- Ability to type at least 20 WPM.
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Familiarity with Windows operating systems.
- Dependable and punctual with a strong work ethic.
- Skilled in troubleshooting, conflict resolution, and follow-up.
- A customer-first mindset: empathetic, patient, and responsive.
- Ability to multitask, stay organized, and manage time independently.
- A team player with a positive attitude and strong interpersonal skills.
- Comfortable working in a dynamic, fast-changing environment.
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
- HMO Coverage plus a dependent
- Rank & File: ₱100,000 coverage
- Supervisors/Managers: ₱120,000 coverage
- Dental Coverage
- In-house dental assistance worth ₱5,000
- Free meal during training
- Career growth and learning
- Allowances for rice, clothing, laundry and meals
- Performance and loyalty bonuses
- Frequent disinfection, fogging of workplace
- Opportunities for growth and promotion
- Employee shuttle services
- Company retreats and off-site events
- Sharpen your social skills while meeting people and making new friends
- Plus, more in-office rewards, raffles, recognition gifts, and treats!
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
This job operates in a professional office environment. The role is largely sedentary and may require sitting/standing for long periods while using a computer and headset. Occasional movement of objects and light lifting up to forty (40) pounds may be required.
- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
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 and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and 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, where employees are treated with dignity and respect. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), BPM, BPO, Claims Processing, and more. MCI now employs 10,000+ individuals with 150+ diverse North American client partners across various brands. The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this job description at any time. This description is not an employment contract, and either party may terminate employment at any time for any reason.
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