CUSTOMER SERVICE REPRESENTATIVE (Full-Time), Sydney

Customer Service Representative (Full‑Time&Part‑Time) Sydney, NS

We are looking for full‑time and part‑time customer service representatives to support inbound projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact‑find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

Schedules vary by site and project; however, we can usually find something that works for everyone. This is an on‑site, entry‑level position. Prior contact center experience isn’t required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply!

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.

What Does Someone in This Role Actually Do? Do you strive for excellence and enjoy helping others? This position supports customer service, technical support, and customer sales interactions. You will interact with customers across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience. In addition to being the best in the business, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

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

Listen to customers, understand their needs, and resolve customer issues.

Utilize systems and technology to complete account management tasks.

Accurately document and process customer claims in appropriate systems.

Follow all required scripts, policies, and procedures.

Utilize knowledge base and training to accurately answer customer questions.

Comply with requirements surrounding confidential information and personal information.

Appropriately escalated customer issues with the managerial team.

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

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.

Required

Must be 18 years of age or older.

High school diploma or equivalent.

Experience with data‑entry utilizing a computer.

The ability to read and speak English fluently.

Have a wired, high‑speed internet connection (download speed of 20 Mbps or more).

Excellent organizational, written, and oral communication skills.

The ability to type swiftly and accurately (20+ words per minute).

Ability to work regularly scheduled shifts within our hours of operation including the training period.

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

Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.

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 are prevalent.

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.

Other Requirements

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 (does not apply in Canada).

Compensation&Benefits Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

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: Significant advancement opportunities through internal promotions.

Paid Training: Learn new skills while earning a paycheck.

Work Environment: Team‑oriented culture that fosters collaboration and engagement.

Dress Code: Casual.

Physical&Work Environment This job operates in a professional office environment. You will largely be sedentary and will be required to sit/stand for long periods while using a computer and a telephone headset. You will regularly operate a computer and other office equipment, including a phone, copier, and printer. You may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move or exert force up to forty (40) pounds.

Equal Employment Opportunity 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.

Consistent with the Americans with Disabilities Act (ADA), we 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.

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