{"id":2785990,"url":"https://alion.io/job/mci-onsite-call-center-representative-full-time-part-time","title":"Onsite Call Center Representative (Full-Time & Part-Time)","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":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Puerto Peñasco, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-17T15:01:34Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-19T01:14:30Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"LOCATION\nPuerto Peñasco, SOPOSITION 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.\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.\nTo be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.\n--------------\nPOSITION RESPONSIBILITIES\nKey Responsibilities:\nHandle inbound and outbound contacts in a courteous, timely, and professional manner\nEnsure first call resolution through problems solving and effective call handling \nResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when needed\nAccurately document and process customer claims in appropriate systems\nLead fact-finding discussions to determine the best options for the customer\nUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures\nComply with requirements surrounding confidential information and personal information\nEscalate customer issues to the appropriate staff and managerial for resolution as needed\nAttend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes\nAdhere to all attendance and work schedule requirements \nCANDIDATE QUALIFICATIONS\nWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?\nAll positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:\nQualifications\nExcellent organizational, written, and oral communication skills\nThe ability to type swiftly and accurately (20+ words a minute)\nBasic understanding of Windows operating system\nHighly reliable with the ability to maintain regular attendance and punctuality\nAn aptitude for conflict resolution, problem-solving, and negotiation\nAbility to multi-task, stay focused, and self-manage\nStrong team orientation and customer focus\nThe ability to thrive in a fast-paced environment where change and ambiguity prevalent\nExcellent interpersonal skills and the ability to build relationships with your team and custom\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.\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.\nTo be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.\n--------------\nPOSITION RESPONSIBILITIES\nKey Responsibilities:\nHandle inbound and outbound contacts in a courteous, timely, and professional manner\nEnsure first call resolution through problems solving and effective call handling \nResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when needed\nAccurately document and process customer claims in appropriate systems\nLead fact-finding discussions to determine the best options for the customer\nUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures\nComply with requirements surrounding confidential information and personal information\nEscalate customer issues to the appropriate staff and managerial for resolution as needed\nAttend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes\nAdhere to all attendance and work schedule requirements \nCANDIDATE QUALIFICATIONS\nWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?\nAll positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:\nQualifications\nExcellent organizational, written, and oral communication skills\nThe ability to type swiftly and accurately (20+ words a minute)\nBasic understanding of Windows operating system\nHighly reliable with the ability to maintain regular attendance and punctuality\nAn aptitude for conflict resolution, problem-solving, and negotiation\nAbility to multi-task, stay focused, and self-manage\nStrong team orientation and customer focus\nThe ability to thrive in a fast-paced environment where change and ambiguity prevalent\nExcellent interpersonal skills and the ability to build relationships with your team and custom\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: 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:\nPaid Time Off: Earn PTO and paid holidays to take the time you need.\nIncentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations-and sometimes even cars!\nHealth Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.\nRetirement Savings: Secure your future with retirement savings programs, where available.\nDisability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.\nLife Insurance: Access life insurance options to safeguard your loved ones.\nCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.\nPaid Training: Learn new skills while earning a paycheck.\nFun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.\nCasual Dress Code: Be comfortable while you work.\nCompensation & 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.\nIf you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!\nPHYSICAL REQUIREMENTS\nThis 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. 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