{"id":2812816,"url":"https://alion.io/job/mci-contact-centre-representative-ii-experienced","title":"Contact Centre Representative II (Experienced)","company":{"id":3905386,"name":"MCI","domain":"mci.world","url":"https://alion.io/company/mci-4","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":65000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":35},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-18T10:15:42Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-19T01:14:30Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"LOCATION\nSydney, NSPOSITION OVERVIEW\nMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong 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.\nAt 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.\nWe’re seeking skilled and dependable Contact Center Representative (Level II) to support a variety of inbound and outbound customer service and sales initiatives. In this role, you’ll interact directly with customers to address inquiries, resolve complaints, troubleshoot service issues, and promote relevant products and services.\nOur clients include government programs and some of the most recognizable global brands. This is a full-time, on-site position that includes paid training and offers clear paths for career advancement into roles such as Supervisor, Trainer, Talent Acquisition, and Operations Management.\nTo 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.\n--------------\nPOSITION RESPONSIBILITIES\nWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?\nIn this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to 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.\nIn 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.\nKey Responsibilities:\nManage inbound and outbound calls in a courteous, timely, and professional manner\nResolve customer issues effectively, aiming for first call resolution\nResearch internal systems to retrieve missing information and collaborate with other departments as needed\nAccurately document customer interactions and process claims\nConduct needs-based conversations to identify the best solutions for customers\nUse training resources and knowledge bases to provide accurate information while following scripts and procedures\nMaintain confidentiality and handle sensitive information appropriately\nEscalate complex issues to the appropriate personnel when necessary\nParticipate in training sessions and team meetings to stay current on updates and best practices\nAdhere to attendance and scheduling requirements\nCANDIDATE QUALIFICATIONS\nWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?\nWe 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.\nQualifications\nMust be 18 years or older\nHigh school diploma or equivalent\nStrong written, verbal, and organizational communication skills\nTyping speed of at least 20 words per minute\nBasic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)\nFamiliarity with Windows operating systems\nHighly reliable with excellent time management and punctuality\nStrong problem-solving, troubleshooting, and follow-up skills\nConflict resolution and negotiation abilities\nCustomer-focused with empathy, patience, and professionalism\nAbility to multitask, self-manage, and stay focused\nTeam-oriented with a collaborative mindset\nComfortable working in a fast-paced, dynamic environment\nExcellent interpersonal skills and the ability to build rapport with customers and colleagues\nABOUT MCI (PARENT COMPANY)\nMCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.\nIn 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.\nDriving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.\nPOSITION OVERVIEW\nMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong 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.\nAt 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.\nWe’re seeking skilled and dependable Contact Center Representative (Level II) to support a variety of inbound and outbound customer service and sales initiatives. In this role, you’ll interact directly with customers to address inquiries, resolve complaints, troubleshoot service issues, and promote relevant products and services.\nOur clients include government programs and some of the most recognizable global brands. This is a full-time, on-site position that includes paid training and offers clear paths for career advancement into roles such as Supervisor, Trainer, Talent Acquisition, and Operations Management.\nTo 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.\n--------------\nPOSITION RESPONSIBILITIES\nWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?\nIn this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to 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.\nIn 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.\nKey Responsibilities:\nManage inbound and outbound calls in a courteous, timely, and professional manner\nResolve customer issues effectively, aiming for first call resolution\nResearch internal systems to retrieve missing information and collaborate with other departments as needed\nAccurately document customer interactions and process claims\nConduct needs-based conversations to identify the best solutions for customers\nUse training resources and knowledge bases to provide accurate information while following scripts and procedures\nMaintain confidentiality and handle sensitive information appropriately\nEscalate complex issues to the appropriate personnel when necessary\nParticipate in training sessions and team meetings to stay current on updates and best practices\nAdhere to attendance and scheduling requirements\nCANDIDATE QUALIFICATIONS\nWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?\nWe 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.\nQualifications\nMust be 18 years or older\nHigh school diploma or equivalent\nStrong written, verbal, and organizational communication skills\nTyping speed of at least 20 words per minute\nBasic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)\nFamiliarity with Windows operating systems\nHighly reliable with excellent time management and punctuality\nStrong problem-solving, troubleshooting, and follow-up skills\nConflict resolution and negotiation abilities\nCustomer-focused with empathy, patience, and professionalism\nAbility to multitask, self-manage, and stay focused\nTeam-oriented with a collaborative mindset\nComfortable working in a fast-paced, dynamic environment\nExcellent interpersonal skills and the ability to build rapport with customers and colleagues\nCONDITIONS OF EMPLOYMENT\nAll MCI Locations\nMust be authorized to work in the country where the job is based.\nSubject to the program and location of the position\nMust 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.\nMust be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)\nCOMPENSATION DETAILS\nWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?\nAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.\nWhat You Can Expect from MCI:\nWe 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:\nPaid Time Off: Earn PTO and paid holidays to take the time you need.\nHealth Benefits: Full-time employees are eligible for supplemental health coverage through Blue Cross.\nLife Insurance: Access life insurance options to safeguard your loved ones....","description_format":"text","description_chars":16669,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-18T10:15:42Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-10-19T01:29:36Z"},"pay":null,"html_url":"https://alion.io/job/mci-contact-centre-representative-ii-experienced","json_url":"https://alion.io/job/mci-contact-centre-representative-ii-experienced.json","meta":{"generated_at":"2026-10-19T01:29:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":845,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3905386},"rest":"https://alion.io/mcp/rest/get_company?id=3905386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmci-contact-centre-representative-ii-experienced"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmci-contact-centre-representative-ii-experienced"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmci-contact-centre-representative-ii-experienced"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mci-contact-centre-representative-ii-experienced\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmci-contact-centre-representative-ii-experienced"}]}