Customer Service Representative (Nights)

MassMarkets-posted 3 months ago

Part-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. Join our rapidly growing team as a Customer Service Agent on the night shift! In this role, you'll be the voice of some of the world's most recognized brands handling inbound calls, resolving basic technical issues, and assisting customers with product and process-related inquiries. You'll also identify customer needs and uncover opportunities to upsell new products and services. We're looking for natural problem solvers who are passionate about delivering exceptional service and creating outstanding customer experiences.

Manage inbound and outbound calls in a courteous, timely, and professional manner
Troubleshoot and resolve customer issues, aiming for first-call resolution
Research internal systems to locate missing information and coordinate with other departments as needed
Accurately document and process customer claims and interactions
Use training and knowledge base to answer questions while following scripts, policies, and procedures
Handle sensitive information with confidentiality and care
Escalate complex issues to the appropriate team or manager
Stay current with updates by attending training sessions and reviewing new materials
Meet all attendance and night shift scheduling requirements

Must be 18 years or older
High school diploma or equivalent
Excellent written and verbal communication skills
Ability to type at least 20 words per minute
Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with Windows operating systems
Reliable and punctual with a strong work ethic
Strong troubleshooting and follow-up skills
Conflict resolution and problem-solving abilities
Customer-focused: empathetic, patient, and responsive
Able to multitask, stay organized, and self-manage
Team-oriented with a positive attitude
Comfortable in a fast-paced, dynamic environment
Excellent interpersonal skills and the ability to build rapport with customers and colleagues

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

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.

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