LOCATION
Sydney, NS

POSITION OVERVIEW
MCI is a fast‑growing tech‑enabled business services company delivering customer experience (CX), business process outsourcing (BPO) and related services across multiple industries. We are seeking onsite call center representatives to support inbound and outbound customer service and sales projects. The role includes handling customer inquiries, upselling products, and maintaining a high level of service quality.

POSITION RESPONSIBILITIES
Handle inbound and outbound calls to support customer service, technical support, and sales interactions. Interact with hundreds of customers weekly to resolve issues, sell new products, and deliver best‑in‑class experience.

Conduct courteous, timely, and professional customer interactions.

Achieve first‑call resolution through problem‑solving and effective call handling.

Research systems for missing information and coordinate with departments as needed.

Accurately document customer claims in appropriate systems.

Lead fact‑finding conversations to determine best solutions for customers.

Use knowledge base and training to answer questions while following required scripts, policies, and procedures.

Maintain confidentiality of customer information.

Escalate issues to appropriate staff and management.

Participate in meetings, training, and review recent materials to stay current on program knowledge and processes.

Adhere to attendance and work schedule requirements.

CANDIDATE QUALIFICATIONS
Required qualifications:

18 years of age or older.

High school diploma or equivalent.

Excellent written and oral communication skills.

Typing speed of 20+ words per minute.

Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).

Basic understanding of Windows operating systems.

Highly reliable with 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, conscientious).

Multi‑tasking, focus, and self‑management skills.

Strong team orientation and customer focus.

Ability to thrive in a fast‑paced environment with change and ambiguity.

Excellent interpersonal skills and ability to build relationships with team and customers.

Preferred (not required):

One year experience in customer service, technical support, inside sales, or contact center environment.

State or federal work experience.

CONDITIONS OF EMPLOYMENT

Must be authorized to work in the country where the role is based.

Must submit a Level II background/security investigation with fingerprint; job offer contingent on results.

Must submit to drug screening; offer contingent on results (not applicable in Canada).

COMPENSATION AND BENEFITS
Compensation is based on experience and may include competitive base salary, bonus, and incentives.

Advantages include:

Paid time off and holidays.

Full‑time health coverage supplement through Blue Cross.

Life insurance options.

Accident and critical illness supplemental insurance.

Career growth with internal promotion opportunities.

Paid training programs.

Team‑oriented, engaging work environment.

Casual dress code.

PHYSICAL REQUIREMENTS
Skilled office environment; largely sedentary with use of computer and telephone headset. Occasional light physical tasks up to 40 pounds.

REASONABLE ACCOMMODATION
Policy consistent with ADA; provide reasonable accommodations upon request unless undue hardship. Contact HR for details.

DIVERSITY AND EQUALITY
MCI maintains a discriminatory‑free workplace. Employment decisions are made solely on merit and qualifications. The company will consider qualified applicants with criminal histories in compliance with local and federal requirements.

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📌 Call Center Representative (ONSITE) (Nova Scotia)
🏢 MCI
📍 Nova Scotia