Customer Service Representative; Nights

Position: Customer Service Representative (Nights)

Customer Service Representative (Nights)

Be among the first 25 applicants. 2 days ago.

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the U.S., with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

Location

Killeen, TX

Job Type

Full-Time & Part-Time

Pay Types

Hourly + Bonus

Position Responsibilities

In this role, you will be the first point of contact for customers during the night shift. You will handle inbound calls, resolve basic technical issues, answer product and process inquiries, and identify opportunities to upsell products and services. You will also be responsible for building a best-in-class customer experience while maintaining a positive and enthusiastic outlook.

Key Responsibilities

• Manage inbound and outbound calls with professionalism, empathy, and efficiency.
• Troubleshoot and resolve customer issues, focusing on first‑call resolution.
• Research and retrieve information using internal systems; collaborate with other teams as needed.
• Accurately document and process customer claims and interactions.
• Follow scripts, policies, and procedures while using training resources to provide accurate answers.
• Handle sensitive information with discretion and maintain confidentiality.
• Escalate complex cases to the appropriate team or manager.
• Stay updated on products and processes by attending ongoing training.
• Meet all attendance, reliability, and night‑shift scheduling requirements.

Candidate Qualifications

All positive, driven applicants are encouraged to apply. The ideal candidates are highly motivated, dedicated, and possess the following qualities:

• 18 years or older with a high school diploma or equivalent.
• Excellent verbal and written communication skills.
• Typing speed of 20+ words per minute.
• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Familiarity with Windows operating systems.
• Strong problem‑solving, conflict resolution, and troubleshooting skills.
• Reliable, punctual, and motivated with a strong work ethic.
• Ability to multi‑task, stay organized, and self‑manage.
• Customer‑first mindset: empathetic, patient, and responsive.
• Positive attitude and a team‑player spirit.
• Comfortable working in a fast‑paced, dynamic environment.

Preferred (Not Required)

• 1+ year in customer service, call center, help desk, technical support, inside sales, or back‑office roles.
• Prior experience with contact centers or government‑related accounts.

Conditions of Employment

• 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.

Compensation Details

Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI Benefits

• Paid Time Off:
  Earn PTO and paid holidays.
• 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.
• 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:
  Acciden…