Call Center Representative Job Openings (Part-Time)

MCI Careers•Killeen, TX

10d•Onsite

About The Position

MCI is a growing tech-enabled business services company with a strong call center presence and operations in multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize advanced technologies with both on-site and remote agents to improve customer journeys, scalability, and cost-efficiency. MCI is dedicated to fostering professional growth, continuous learning, and development opportunities within a globally expanding, industry-leading organization. We are seeking Call Center Representatives to support inbound and outbound customer service and sales projects for diverse clients. Responsibilities include handling inbound inquiries, making outbound calls to existing customers for service assistance, and up-selling new products and services. Opportunities exist within government programs and for well-known brands. Ideal candidates are natural problem solvers committed to excellent customer service and satisfaction. This role offers a great entry point into a growing team with industry-leading training and numerous advancement opportunities, including Supervisor, Trainer, and Operations Management positions. A full application, including screening questions and a pre-employment test, is required for consideration.

Requirements

Must be 18 years of age or older
High school diploma or equivalent
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating system
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An aptitude for conflict resolution, problem-solving, and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused, and self-manage
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change and ambiguity prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
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. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Nice To Haves

One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
State or Federal work experience

Responsibilities

Handle inbound and outbound contacts in a courteous, timely, and professional manner
Ensure first call resolution through problem-solving and effective call handling
Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in appropriate systems
Lead fact-finding discussions to determine the best options for the customer
Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
Comply with requirements surrounding confidential information and personal information
Escalate customer issues to the appropriate staff and managerial for resolution as needed
Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
Adhere to all attendance and work schedule requirements