LOCATION
Sydney, NS
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.
We're seeking enthusiastic Call Center Representatives to support a variety of inbound and outbound customer service and sales initiatives for a diverse portfolio of well‐known clients. In this role, you'll respond to incoming inquiries, reach out to existing customers to provide support, and promote new products and services.
Start your career with a growing team that values your potential. With our industry‐leading training, you'll gain the skills and confidence to succeed. No prior call center experience required! We welcome candidates from all customer‐facing industries, including hospitality, retail, and food service.
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
In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best‐in‐class customer experience. You will also be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.
* 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
We provide comprehensive training, so if you're positive, driven, and eager to learn, you're encouraged to apply! Success in this role comes from building strong relationships and applying your training to deliver great customer outcomes.
Qualifications
* Must be 18 years or older.
* High school diploma or equivalent.
* Strong communication and organizational skills.
* Typing speed of 20+ WPM.
* Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
* Familiarity with Windows operating systems.
* Reliable and punctual.
* Skilled in troubleshooting and follow‐up.
* Able to multitask and self‐manage effectively.
* Excellent interpersonal skills.
Preferred (Not required)
* 1+ year of experience in customer service, tech support, sales, or administrative roles.
* Experience in state or federal work environments.
CONDITIONS OF EMPLOYMENT
All MCI Locations
* Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
* 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. (Does not apply in Canada)
COMPENSATION DETAILS
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
Our team members enjoy:
* Paid Time Off: Earn PTO and paid holidays to take the time you need.
* Health Benefits: Full‐time employees are eligible for supplemental health coverage through Blue Cross.
* Life Insurance: Access life insurance options to safeguard your loved ones.
* Supplemental Insurance: Accident and critical illness insurance.
* Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
* Paid Training: Learn new skills while earning a paycheck.
* Fun, Engaging Work Environment: Enjoy a team‐oriented culture that fosters collaboration and engagement.
* Casual Dress Code: Be comfortable while you work.
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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
DIVERSITY AND EQUALITY
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, 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. All employees are responsible 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 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. In addition, 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.
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