Call Center Representative (FULL-TIME)

MCI Careers • Killeen, TX

11d • Onsite

About The Position

MCI is seeking enthusiastic and customer-focused Customer Service Representatives to join their team. In this role, you will provide exceptional support across inbound customer service, help desk, technical support, and back-office functions for a variety of commercial and public sector clients. You will assist customers with product and service inquiries, troubleshoot basic technical issues, resolve account-related concerns, and represent some of the world's most recognized brands with professionalism and care. This is an excellent opportunity to grow within a supportive environment, with comprehensive training and clear career progression opportunities into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management. To be considered, candidates must complete a full application on the company careers page, including screening questions and a pre-employment test.

Requirements

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Previous experience using computers for data entry and customer support activities.
• Excellent verbal and written communication skills in English.
• Ability to type accurately at a minimum of 20 words per minute.
• Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for applicable work-from-home positions.
• Strong organizational, time management, and multitasking skills.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Comfortable using Windows-based applications and learning new software systems.
• Strong analytical and problem-solving abilities with the confidence to troubleshoot customer concerns.
• Excellent conflict resolution, negotiation, and interpersonal skills.
• Customer-focused with empathy, patience, professionalism, and a genuine desire to help others.
• Ability to thrive in a fast-paced, constantly evolving environment.
• Dependable with excellent attendance and punctuality.
• Strong team player with a positive attitude and willingness to learn.
• Ability to work scheduled shifts, including the required training period.
• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

Nice To Haves

• One year of experience in a contact centre environment supporting customer service, technical support, inside sales, back-office operations, live chat, or administrative support.
• Previous experience supporting state or federal government programs is advantageous but not required.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Listen actively to customers, identify their needs, and provide accurate solutions to resolve inquiries.
• Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related questions.
• Research and gather information across multiple systems to resolve customer concerns or coordinate with other departments when necessary.
• Process customer requests, claims, and account updates accurately while maintaining detailed documentation.
• Utilize company systems, technology, and knowledge resources to effectively manage customer accounts.
• Follow all client-specific processes, scripts, policies, and compliance requirements.
• Escalate complex customer concerns to the appropriate departments or management team when required.
• Strive to achieve first-contact resolution through effective problem-solving and communication.
• Protect confidential and personal customer information by adhering to company policies and data privacy standards.
• Participate in ongoing training sessions, team meetings, and development activities to stay current with products, systems, and processes.
• Meet established performance, quality, attendance, and schedule adherence expectations.
• Contribute to a positive team environment while consistently delivering an outstanding customer experience.

Benefits

• Comprehensive, industry-leading training
• Clear career progression opportunities into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED