Contact Center Representative I (Entry-Level)

OneMCI•Killeen, TX

9d•Onsite

About The Position

At 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. We’re hiring entry-level Call Center Representatives to support a variety of inbound and outbound customer service and sales campaigns for a diverse range of clients. In this role, you’ll engage with customers over the phone answering questions, resolving concerns, and identifying opportunities to introduce new products and services. This is a great opportunity for individuals with a positive attitude and strong people skills. If you’ve worked in customer-facing roles such as retail, hospitality, or food service, we encourage you to apply! 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.

Requirements

Must be 18 years or older
High school diploma or equivalent
Strong communication and organizational skills
Typing speed of at least 20 words per minute
Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with Windows operating systems
Dependable and punctual with strong time management
Ability to troubleshoot and follow up on customer issues
Strong problem-solving and conflict resolution skills
Customer-focused with empathy, patience, and professionalism
Able to multitask, stay focused, and work independently
Team-oriented with a collaborative mindset
Comfortable in a fast-paced, dynamic environment
Excellent interpersonal skills and the ability to build rapport with customers and colleagues
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.

Responsibilities

Handle inbound and outbound calls in a friendly, timely, and professional manner
Resolve customer issues effectively, aiming for first-call resolution
Research internal systems to locate missing information and collaborate with other departments as needed
Accurately document customer interactions and process claims
Engage in solution-focused conversations to identify the best options for customers
Follow scripts, policies, and procedures while using training resources to provide accurate information
Maintain confidentiality and handle sensitive information appropriately
Escalate complex issues to supervisors or specialized teams when necessary
Attend training sessions and team meetings to stay up to date on systems and procedures
Adhere to assigned schedules and attendance expectations

Benefits

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. Benefit options vary by location.
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.