CALL CENTER Representative

LOCATION:

Killeen, TX POSITION OVERVIEW

Full‑time and part‑time Customer Service Representative positions are available to support inbound projects for a wide variety of clients. In this role you will troubleshoot basic technical issues, build strong relationships with customers, and identify upsell opportunities while providing excellent customer service.

Schedules vary by site and project. This is an on‑site, entry‑level position. Prior contact center experience isn’t required; experience in servers, bartenders, or retail associates is encouraged.

To apply you must complete a full application on our company careers page, including screening questions and a brief pre‑employment test.

Support customer service, technical support, and sales interactions. Interact with customers across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately escalating customer issues with the managerial team.
• Ensure first‑call resolution through problem solving and effective call handling.
• 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.

We value building relationships and turning training into customer wins. Ideal candidates are highly motivated, energetic, and dedicated. All positive, driven, and confident applicants are encouraged to apply.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry utilizing a computer.
• The ability to read and speak English fluently.
• Have a wired, high‑speed internet connection (download speed of 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute).
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
• 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.
• Customer‑service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives 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.
• Must be willing to submit to drug screening.

At MCI we believe your hard work deserves recognition and reward. 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:

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: Full‑ti…