Customer Service Representative (Nights)

LOCATION Wichita, KS 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.  At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  Are you a  problem solver  with a passion for helping people? Do you thrive in a  fast-paced environment  and enjoy creating  outstanding customer experiences ? If so, we want you on our team! We’re looking for  Customer Service Representatives (Nights)  to represent some of the  world’s most recognized brands  during the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services. 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 WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? This position supports 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.  In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.   Key Responsibilities: Manage  inbound and outbound calls  with professionalism, empathy, and efficiency Troubleshoot and resolve customer issues, focusing on  first-call resolution Research and retrieve information using internal systems; collaborate with other teams as needed Accurately  document and process customer claims and interactions Follow scripts, policies, and procedures while using training resources to provide accurate answers Handle sensitive information with discretion and  maintain confidentiality Escalate complex cases to the appropriate team or manager Stay updated on products and processes by attending  ongoing training Meet all  attendance, reliability, and night shift scheduling requirements CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Qualifications 18 years or older  with a  high school diploma or equivalent Excellent  verbal and written communication skills Typing speed of  20+ words per minute Basic knowledge of  Microsoft Office (Word, Excel, Outlook, PowerPoint) Familiarity with  Windows operating systems Strong  problem-solving, conflict resolution, and troubleshooting skills Reliable, punctual, and motivated with a strong  work ethic Ability to  multi-task, stay organized, and self-manage Customer-first mindset : empathetic, patient, and responsive Positive attitude and a  team-player spirit Comfortable working in a  fast-paced, dynamic environment Preferred (Not Required) 1+ year in  customer service, call center, help desk, technical support, inside sales, or back-office roles Prior experience with  contact centers or government-related accounts ABOUT MCI (PARENT COMPANY) 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. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners acr