CUSTOMER SERVICE REPRESENTATIVE

MCI Careers is hiring Customer Service Representatives to support leading brands in our Customer Service & Support team. In this fast-paced, performance-driven contact center role, you will handle inbound and outbound calls, email, and chat, resolving customer questions, issues, and requests with accuracy and professionalism. You'll use CRM tools, follow documented processes, and meet clear performance metrics while receiving coaching, training, and opportunities to grow into sales, tech support, and advanced CX roles.

Responsibilities

• Handle inbound and outbound customer contacts via phone, email, and chat
• Resolve billing, product, and service inquiries with professionalism and accuracy
• Document interactions in CRM/ticketing systems following defined procedures
• Meet or exceed performance metrics including quality, efficiency, and customer satisfaction
• Follow scripts, workflows, and knowledge base articles to ensure consistent service
• Identify opportunities to upsell or cross-sell where appropriate
• Collaborate with supervisors and teammates to improve processes and performance
• Participate in training and coaching sessions to build skills and product knowledge
• Escalate complex or unresolved issues following established guidelines
• Protect customer data and follow compliance, security, and privacy standards

Required Skills

• Customer support (phone, email, chat)
• CRM and ticketing systems
• Typing and data entry accuracy
• Call control and de-escalation
• Knowledge base navigation
• Basic troubleshooting
• Sales/upselling techniques
• Multitasking in high-volume queues
• Written and verbal communication
• Performance metric tracking (AHT, CSAT, QA)