Call Center Agent

Join to apply for the Call Center Agent role at Mass Markets

Location:

Dallas, TX | Job Type: Full‑Time | Pay:
Hourly + Bonus | Application Details:
No Resume Required, Entry‑Level

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.

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. You will interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience. You will also be a confident, engaged team player with a positive outlook.

• Manage inbound and outbound calls in a courteous and professional manner
• Resolve customer issues efficiently, aiming for first‑call resolution
• Research internal systems to retrieve 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
• Use training materials and knowledge bases to provide accurate information while following scripts and procedures
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or specialized teams when necessary
• Stay current on program updates, systems, and procedures through regular training and meetings
• Adhere to attendance and scheduling requirements

We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates are highly motivated, energetic, and dedicated.

• Must be 18 years or older
• High school diploma or equivalent
• Strong verbal, written, and organizational communication skills
• Typing speed of at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Reliable and punctual with excellent time management
• Strong problem‑solving and conflict resolution skills
• Customer‑focused with empathy, patience, and professionalism
• Able to multitask, self‑manage, and stay focused
• Team‑oriented with a collaborative mindset
• Comfortable working 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.
• 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.

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• 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…