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 in office and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
Job Details
Full‑Time
Pay Type: Hourly
Position Type: Remote Customer Service Agent
We’re looking for enthusiastic Remote Customer Service Agent to support a range of customer service initiatives for a diverse portfolio of well‑known clients. In this role, you’ll assist customers with enquiries and provide excellent service. This is a wonderful prospect to contribute to high‑impact projects with some of the world’s most iconic brands. If you’re a natural problem solver who thrives on creating memorable customer experiences, we’d love to hear from you.
Strong proficiency in English, both written and spoken is required.
Candidates must have prior call center experience and reside within 80km of our office.
You’ll Also Need
- A high‑speed internet connection
- An appropriate, quiet work environment
- High language proficiency in English
- Work‑from‑home experience
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.
Position Responsibilities
- Handle inbound and outbound calls professionally and efficiently.
- Resolve customer issues on the first call through effective problem‑solving.
- Research and retrieve information across systems to support customer needs.
- Accurately document interactions and process claims.
- Guide customers through options to find the best solutions.
- Follow scripts, policies, and procedures while using available resources.
- Protect customer privacy and handle sensitive information appropriately.
- Escalate complex issues to the appropriate team members.
- Stay current with training, updates, and program knowledge.
- Maintain consistent attendance and adhere to scheduling requirements.
Candidate Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Previous call center experience
- Work from home experience
- Strong command of the English language
- Typing speed of 20+ WPM
- High speed internet connection
- Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Skilled in troubleshooting and follow‑up
- Able to multitask and self‑manage effectively
- Excellent interpersonal skills
Conditions of Employment
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.
Compensation and Benefits
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, dental coverage, 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, and more.
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks, reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.
Diversity and Equality
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.
About MCI
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.”
Disclaimer: The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
Job Attributes
- Seniority level: Entry level
- Employment type: Full‑time
- Job function: Other
- Industries: Outsourcing and Offshoring Consulting
- Referrals increase your chances of interviewing at MCI by 2x
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