4X10 Call Center Agent (4-Days, 40hrs./wk)

MassMarkets-posted 3 months ago

Full-time • Entry Level

Killeen, TX

501-1,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are currently seeking both entry-level and experienced Call Center Agents to support a variety of inbound customer service, help desk, and back-office processing roles for commercial and public sector clients. In this position, you will handle incoming inquiries, assist with product and process-related questions, and troubleshoot basic technical issues all while representing some of the world's most recognized brands with professionalism and care. 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.

Manage inbound and outbound customer interactions in a courteous, timely, and professional manner
Actively listen to customers, identify their needs, and provide effective solutions
Research internal systems to locate missing information and collaborate with other departments as needed
Follow client-specific procedures and maintain a high level of professionalism
Use technology and tools to manage customer accounts and complete service tasks
Accurately document customer interactions and process claims
Adhere to scripts, policies, and compliance procedures
Leverage training and knowledge bases to provide accurate and helpful responses
Handle sensitive information with confidentiality and care
Escalate complex or unresolved issues to the appropriate team members
Strive for first-call resolution through effective communication and problem-solving
Participate in training sessions and stay updated on program changes
Meet attendance and scheduling expectations

Must be 18 years of age or older
High school diploma or equivalent
Strong written and verbal communication skills
Ability to type at least 20 words per minute
Basic proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)
Familiarity with Windows operating systems
Dependable and punctual with strong time management skills
Ability to troubleshoot and follow up on customer concerns
Strong problem-solving, negotiation, and conflict resolution skills
Customer-focused: empathetic, patient, and responsive
Ability to multitask, stay organized, and work independently
Team-oriented with excellent interpersonal skills
Comfortable working in a fast-paced, dynamic environment

1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles
Experience in a contact center or government-related work environment

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
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.

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4X10 Call Center Agent (4-Days, 40hrs./wk)

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