Inbound Customer Care Agent

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MCI is one of the fastest-growing tech‑enabled business services companies in the USA, 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.

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 organization. We’re hiring Customer Care Representatives to support inbound service projects for a wide range of clients, including government programs and some of the world’s most recognizable brands. In this role, you will identify customer needs, research and resolve issues, and recommend new products and services to enhance the customer experience.

Killeen, TX

Full‑Time

Hourly

This position supports 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.

• Handle inbound and outbound calls in a courteous, timely, and professional manner
• Resolve customer concerns with a focus on first‑call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document customer interactions and claims
• Use training and knowledge‑base tools to answer questions while following scripts, policies, and procedures
• Maintain confidentiality and handle sensitive information with care
• Escalate complex issues to the appropriate team or supervisor
• Stay current with program updates by attending training sessions and reviewing new materials
• Meet all 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 of age or older
• High school diploma or equivalent
• Excellent written and verbal communication skills
• Ability to type at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with a strong work ethic
• Strong problem‑solving and follow‑up skills
• Conflict resolution and negotiation abilities
• Customer‑focused: empathetic, patient, and responsive
• Able to multitask, stay organized, and self‑manage
• Comfortable in a fast‑paced, dynamic environment
• Excellent interpersonal skills and a collaborative mindset

• 1+ year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative roles
• Experience in a contact center or government‑related work

• 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 package is based on…