Call Center Representative

MCI Careers seeks Call Center Representatives to support leading brands in a fast-paced Customer Service & Support environment. You will manage inbound and outbound calls, resolve customer inquiries, provide product and account support, and deliver high-quality customer experiences using CRM and omnichannel tools. Success is measured by clear performance metrics, including quality, efficiency, and customer satisfaction. You'll receive training, coaching, and opportunities to advance into sales, tech support, or digital CX roles as you build skills with innovative contact center technologies in a performance-driven culture.

Responsibilities

• Handle high-volume inbound and outbound calls to support customers of leading global brands
• Listen, diagnose, and resolve customer issues, escalating complex cases as needed
• Use CRM and call center software to document interactions accurately and efficiently
• Meet or exceed performance metrics for quality, productivity, and customer satisfaction
• Educate customers on products, services, policies, and self-service options
• Identify opportunities to upsell or cross-sell when appropriate to customer needs
• Collaborate with supervisors and teammates to share feedback and improve processes
• Participate in ongoing training, coaching, and quality reviews to build CX and sales skills
• Follow compliance, security, and data privacy guidelines on every interaction
• Contribute to a performance-driven, fast-paced contact center culture focused on results

Required Skills

• Call handling
• Customer relationship management (CRM) software
• Data entry and typing
• Knowledge base and ticketing tools
• Sales and upselling
• Technical troubleshooting (basic)
• Omnichannel communication (phone, chat, email)
• De-escalation and conflict resolution
• Quality assurance standards
• Time management and multitasking