Inbound Customer Service Agent

OneMCI•Killeen, TX

10d

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 looking for enthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a best-in-class customer experience . You’ll interact with hundreds of customers each week, so we’re seeking confident, motivated individuals who bring energy, positivity, and a team-first mindset to every shift. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

Must be 18+ years old with a high school diploma or equivalent
Excellent written and verbal communication skills
Ability to type 20+ words per minute accurately
Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with the Windows operating system
Reliable and punctual with strong organizational skills
Strong ability to troubleshoot, resolve conflicts, and problem solve
Customer service oriented: empathetic, patient, responsive, and conscientious
Ability to multi-task, self-manage, and stay focused in a fast-paced environment
Strong team orientation with excellent interpersonal skills

Nice To Haves

1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
Prior state or federal work experience

Responsibilities

Handle inbound and outbound customer interactions in a courteous and professional manner
Deliver first-call resolution through problem solving and effective call handling
Research systems and coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in company systems
Follow all required scripts, policies, and procedures while ensuring customer satisfaction
Utilize training and knowledge base resources to answer questions accurately
Escalate unresolved or complex issues to the appropriate teams as necessary
Protect customer confidentiality and handle sensitive information responsibly
Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
Consistently meet attendance and work schedule requirements

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.
Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.