Mass Markets is hiring: Call Center Representative in Pembroke

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We’re seeking enthusiastic Call Center Representatives to support 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.

This is an exciting opportunity to work on high-profile projects with some of the world’s most recognizable brands. If you're a natural problem solver who thrives on delivering exceptional service and creating positive customer experiences, we’d love to hear from you!

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.

Responsibilities

• Support inbound and outbound customer service and sales initiatives for a diverse portfolio of clients.
• Respond to incoming inquiries and proactively contact existing customers to provide assistance and promote products and services.
• Build positive customer experiences by applying training to resolve issues and deliver great service.
• Collaborate with team members to achieve performance goals.

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

Candidate 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+ WPM)
• 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 oriented (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 with change and ambiguity
• Excellent interpersonal skills and the ability to build relationships with team and customers

Compensation and Benefits

Starting compensation is based on experience. We offer a range of benefits and incentives to support and reward our team members, with details varying by geography.

What You Can Expect From MCI

• Paid Time Off: PTO and paid holidays.
• Incentives & Rewards: Contests with cash bonuses, electronics, dream vacations, and more.
• Health Benefits: Medical, dental, and vision coverage after certain eligibility periods; MEC medical plans availability varies by location.
• Retirement Savings: Retirement programs where available.
• Disability Insurance: Short-term disability coverage.
• Life Insurance: Life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Promotion opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Casual Dress Code: Comfort at work.

Physical Requirements

This job operates in a professional office environment and is largely sedentary. The employee will sit/stand for long periods while using a computer and headset. You may occasionally need to move about the office to accomplish tasks and lift up to 40 pounds.

Conditions of Employment

• All MCI Locations: Must be authorized to work in the country where the job is based.

• Subject to background and security investigations with fingerprint requirements; offers contingent on results.
• Must be willing to submit to drug screening; offers contingent on results.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless undue hardship would result. For accommodations, please contact Human Resources.

Equal Opportunity Employer

MCI embraces diversity and equal opportunity. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination. We will consider qualified applicants with criminal histories as required by local and federal law. We do not discriminate on age, ancestry, color, gender, or any other protected characteristic.

About MCI

MCI helps customers take on CX and DX challenges with industry-leading solutions, delivering exceptional experiences and driving performance. MCI provides BPO, staff augmentation, contact center services, and IT services. Our brands include MCI BPO, Mass Markets, and more, with a global footprint.

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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