Position Overview Remote Customer Service Representative at MassMarkets. MassMarkets specializes in delivering tailored solutions to meet the diverse needs of its clients, focusing on excellence and innovation. The role requires handling customer inquiries, providing accurate information, resolving issues efficiently, and ensuring a positive customer experience. Key Responsibilities Listen to customers, understand their needs, and resolve customer issues. Utilize systems and technology to complete account management tasks. Recognize sales opportunities and apply sales skills to upgrade. Explain and position the products and processes with customers. Appropriately escalate customer dissatisfaction to the managerial team. Ensure first‑call resolution through problem solving and effective call handling. Standard Qualifications Must be 18 years of age or older. High school diploma or equivalent. Excellent organizational, written, and oral communication skills. Ability to type swiftly and accurately (20+ words per minute). Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Basic understanding of Windows operating system. Highly reliable with the ability to maintain regular attendance and punctuality. Ability to evaluate, troubleshoot, and follow up on customer issues. Aptitude for conflict resolution, problem‑solving and negotiation. Customer service orientation – empathetic, responsive, patient, and conscientious. Ability to multi‑task, stay focused and self‑manage. Strong team orientation and customer focus. Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent. Excellent interpersonal skills and the ability to build relationships with team and customers. Conditions 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. Physical Requirements This job operates in a professional office environment. The employee will sit/stand for long periods while using a computer and telephone headset, regularly operate office equipment, and may occasionally need to move about the office, reach in any direction, raise or lower objects, and move or exert force up to 40 pounds. Compensation, Benefits, Incentives, And Rewards WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have access to MEC medical plans after just 30 days. Retirement Savings: Secure your future with retirement savings programs where available. Disability Insurance: Short‑term disability coverage is available. Life Insurance: Access life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Employees enjoy significant advancement opportunities through internal promotions. 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. 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, treating employees with dignity and respect. MCI does not discriminate 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. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. 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 applies to all aspects of employment. Contact Human Resources for accommodation requests. About MCI MCI helps customers take on their CX and DX challenges differently, delivering exceptional experiences and driving optimal performance. MCI offers business process outsourcing, staff augmentation, contact center customer services, and IT services. MCI has ten delivery facilities across North America, Puerto Rico, South Africa, and the Philippines, and operates subsidiaries such as Mass Markets, GravisApps, and more. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of duties, responsibilities, skills, and qualifications required. Additional duties may be assigned as needed. The employer reserves the right to revise this job description at any time. This job description is not an employment contract, and either party may terminate employment at any time for any reason. #J-18808-Ljbffr