LOCATION
Sydney, NS

POSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a robust 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.

Join our team and grow with us! We are now hiring Call Centre Representatives for various shifts to answer inbound calls and support customers through the sales process. Learn the latest customer service and selling techniques while raising customer satisfaction with new products and services.

Both full-time and part-time options are available, with multiple shifts and scheduling options. The right candidate for this position should be willing to learn on the job, have excellent communication skills, and be highly reliable.

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?

In this role you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. You will 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:

Handle inbound and outbound contacts in a courteous, timely, and professional manner

Ensure first call resolution through problem solving and effective call handling

Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed

Accurately document and process customer claims in appropriate systems

Lead fact‑finding discussions to determine the best options for the customer

Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures

Comply with requirements surrounding confidential information and personal information

Escalate customer issues to the appropriate staff and managerial for resolution as needed

Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes

Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?





We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

Must be 18 years of age or older

High school diploma or equivalent

Excellent organizational, written, and oral communication skills

The ability to type swiftly and accurately (20+ words a 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

The ability to evaluate, troubleshoot, and follow up on customer issues

An aptitude for conflict resolution, problem‑solving, and negotiation

Must be customer service oriented (empathetic, responsive, patient, and conscientious)

Ability to multi‑task, stay focused, and self‑manage

Strong team orientation and customer focus

The ability to thrive in a fast‑paced environment where change and ambiguity prevail

Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment

State or Federal work experience

CONDITIONS OF EMPLOYMENT
All MCI Locations

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

Subject to the program and location of the position

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. (Does not apply in Canada)

COMPENSATION DETAILS
What You Can Expect from MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

Paid Time Off: Earn PTO and paid holidays to take the time you need.

Health Benefits: Full‑time employees are eligible for supplemental health coverage through Blue Cross.

Life Insurance: Access life insurance options to safeguard your loved ones.

Supplemental Insurance: Accident and critical illness insurance

Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.

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.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you.

PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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 regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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📌 Call Centre Representative (Flexible Schedule) (Nova Scotia)
🏢 MCI
📍 Nova Scotia