Remote Call Center Representative

MCI; Cedar Rapids (IA); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health, dental, and vision coverage

Retirement savings programs

Career growth opportunities

Job summary

MCI is seeking a dedicated Call Center Representative in Cedar Rapids, Iowa. This role is crucial for managing customer inquiries, providing accurate information, and ensuring a positive customer experience.

The ideal candidate must be at least 18 years old, possess a high school diploma, and have excellent communication and organizational skills. Responsibilities include resolving customer issues, utilizing technology, and ensuring effective problem-solving. MCI offers a supportive environment focused on customer satisfaction.

Qualifications

• Must be 18 years of age or older.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words per minute).
• Highly reliable with regular attendance and punctuality.

Responsibilities

• Listen to customers and resolve customer issues.
• Utilize systems and technology for account management.
• Recognize and apply sales skills to upgrade products.
• Ensure first call resolution through problem solving.

Skills

Organizational skills

Communication skills

Problem solving

Customer service orientation

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Windows operating system

Job description

MCI is a tech-enabled business services company with a strong call center footprint. We deliver Customer Experience (CX), Business Process Outsourcing (BPO) and XaaS cloud solutions across many industries. MCI operates both on‑site and remote agents powered by advanced technology.

We are seeking a dedicated, customer‑focused Call Center Representative. In this role you will handle customer inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience.

Responsibilities

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunities and apply sales skills to upgrade products
• Explain and position products and processes with customers
• Escalate customer dissatisfaction to the managerial team when appropriate
• Ensure first call resolution through problem solving and effective call handling

Qualifications & Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Thrives in a fast‑paced environment where change and ambiguity are common

Locations & Conditions

• Must be authorized to work in the country where the job is based
• Must submit to a Level II background and/or security investigation with fingerprinting; job offers are contingent on results
• Must submit to drug screening; job offers are contingent on results
• Work will be performed in a professional office environment, largely sedentary with required use of computer and telephone headset; occasional light lifting up to 40 pounds may be required

Benefits

• Paid Time Off (PTO) and paid holidays
• Incentives & Rewards (daily, weekly, monthly contests with cash bonuses and prizes)
• Health, dental, and vision coverage after 30–60 days of employment (dependent on location)
• Retirement savings programs (where available)
• Short‑term disability coverage
• Life insurance options
• Accident and critical illness supplemental insurance
• Career growth opportunities through internal promotions
• Paid training and paid learning programs
• Fun, engaging work environment and casual dress code

All MCI employees are welcome to apply. We honor equal opportunity and diversity and strive to create an inclusive workplace. MCI does not discriminate on the basis of age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or expression, or any other protected class. Reasonable accommodations will be provided as required.