Entry-Level Energy Customer Care Agent

Entry-Level Energy Customer Care Agent (Full-Time)

Join to apply for the Entry-Level Energy Customer Care Agent (Full-Time) role at Mass Markets

Killeen, TX

Here at MCI, we keep things light. We believe our customer service representatives are at their best when they're happy. This on‑site call center position offers an opportunity to work indoors in a fun and energetic environment. Our training will make you an expert in Fortune 500 products and state‑of‑the‑art communications technology. You will help customers with product and pricing recommendations, earn commission on top of your hourly wage, and participate in daily contests.

This role is a rare opportunity to share in the vision and success of a growing company.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information; coordinate with other departments to resolve issues as applicable
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer orders in appropriate systems
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managers for resolution as needed
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow up on customer issues
• An aptitude for conflict resolution, problem solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

• 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

Starting compensation is based on experience. MCI offers a competitive and growing benefits package. Earn cash bonuses and prizes in daily, weekly, and monthly contests. Enjoy the following benefits:

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need
• Incentives & Rewards:
  Participate in contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes cars
• Health Benefits:
  
  Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, with access to MEC medical plans after 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:
  Acc…