Call Center Agent

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.

We’re expanding our team in Dallas, TX and looking for enthusiastic Call Centre Agents to join our fast-growing organization. In this role, you’ll handle inbound phone interactions with both residential and business customers delivering exceptional service, resolving inquiries, and promoting relevant products and services.

This is an excellent opportunity for individuals who are dependable, eager to learn, and passionate about customer care. We offer flexible scheduling with bothfull-time and part-time positions available.

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.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to 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.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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 for this position are highly motivated, energetic, and dedicated.

Qualifications

• 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

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

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.

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily,…