Remote Call Center Representative - Cat Lake - Mass Markets

Description

Remote Call Center Representative - Remote

MCI is a rapidly growing technology-enabled business services company in the USA, with a global call center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technologies to a wide range of industries. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technology to enhance customer journeys, drive scalability, and reduce costs.

Position Overview

We are seeking enthusiastic Remote Call Center Representatives to support inbound and outbound customer service initiatives for a portfolio of well‑known clients. In this role you will handle incoming inquiries, proactively reach out to existing customers, and promote new products and services while delivering exceptional customer experience. Strong proficiency in English, both written and spoken, is required. Candidates must have prior call center experience and reside within 80 km of our office.

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 and 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.

Compensation & Benefits

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• HMO coverage plus a dependent (coverage amounts vary by position).
• Dental coverage and in‑house dental assistance.
• Free meals during training.
• Career growth and learning opportunities.
• Allowances for rice, clothing, laundry, and meals.
• Performance and loyalty bonuses.
• Frequent disinfection and fogging of the workplace.
• Employee shuttle services.
• Company retreats and off‑site events.

Physical Requirements

The job operates in a professional office environment, with largely sedentary duties. The employee will be required to sit/stand for long periods while using a computer and telephone headset, operate office equipment such as a phone, copier, and printer, and may occasionally be required to move around the office, reach in any direction, and lift or move objects up to 40 pounds.

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.

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.

Equal Opportunity Employer

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. 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.