Job Overview OneMCI is seeking a dedicated Customer Service Representative to join our team in Wichita, Kansas. In this vital role, you will serve as the primary point of contact for our customers, ensuring their needs are met with professionalism, empathy, and efficiency. As part of a leading provider of business process outsourcing services, you will contribute to enhancing customer experiences across various industries, helping OneMCI maintain its reputation for outstanding service delivery. Key Responsibilities You will handle inbound and outbound customer inquiries through multiple channels, including phone, email, and live chat, resolving issues promptly and accurately. Responsibilities include troubleshooting product or service problems, processing orders, updating customer accounts, and escalating complex cases to specialized teams. Additionally, you will document all interactions in our CRM system, adhere to quality assurance standards, and actively participate in team meetings to share insights and improve processes. Achieving performance metrics such as average handle time, first call resolution, and customer satisfaction scores (CSAT) will be central to your success. Required Qualifications A high school diploma or equivalent is required; an associate's or bachelor's degree in business, communications, or a related field is preferred. At least one year of experience in a customer-facing role, such as call center, retail, or hospitality, is essential. Proficiency in using customer service software, Microsoft Office Suite, and basic computer skills are mandatory. Candidates must be legally authorized to work in the United States and able to pass a background check. Skills Exceptional verbal and written communication skills are crucial, along with strong active listening and problem-solving abilities. You should demonstrate empathy, patience, and the capacity to multitask in a fast-paced environment. Technical aptitude for navigating CRM systems like Zendesk or Salesforce, along with data entry accuracy, is highly valued. Excellent time management, adaptability to shifting priorities, and a positive team-oriented attitude will set you apart. Bilingual skills in Spanish or other languages are a plus. Company Info OneMCI, a division of MCI Communications, is a global leader in customer experience management, operating contact centers worldwide. Headquartered in the U.S., we specialize in tailored solutions for telecommunications, healthcare, finance, and retail sectors, employing thousands committed to innovation and excellence. Our Wichita location offers a supportive, modern workspace designed for productivity and employee well-being. Benefits We offer competitive compensation, comprehensive health insurance including medical, dental, and vision plans, plus 401(k) with company matching. Enjoy paid time off, holiday pay, employee assistance programs, and tuition reimbursement. Additional perks include performance bonuses, employee discounts, and wellness initiatives to support work-life balance. Growth Opportunities OneMCI fosters career advancement through ongoing training programs, leadership development courses, and clear promotional paths from representative to supervisor and beyond. High performers can transition into quality assurance, training, or sales roles, with many employees advancing internally over time.