Call Center Representative | X10 Shift

LOCATION:

Killeen, TX POSITION OVERVIEW

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.

At MCI 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, industry-leading organization.

Are you a natural communicator with a drive to help people and close sales? We’re hiring
Call Center Representatives
to support inbound and outbound customer interactions for major brands in retail, telecommunications, and software.

In this role, you’ll assist both residential and business customers, resolve issues, retain accounts, and upsell products and services all while building valuable career experience in a fast-paced, supportive environment.

No prior contact center experience required we welcome candidates from customer-facing industries like hospitality, retail, and food service!

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.

• Handle inbound and outbound calls with professionalism and empathy
• Listen actively to customer concerns and resolve issues effectively
• Use internal systems to manage accounts and complete service tasks
• Identify sales opportunities and apply upselling techniques
• Clearly explain products, services, and processes to customers
• Escalate customer dissatisfaction when necessary
• Aim for first-call resolution through strong communication and problem-solving

• Must be 18 years or older
• High school diploma or equivalent
• Excellent written and verbal communication skills
• Typing speed of 20+ WPM
• Basic proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management
• Strong problem-solving, negotiation, and conflict resolution skills
• Customer-focused: empathetic, patient, and responsive
• Ability to multitask and self-manage in a fast-paced environment
• Team-oriented with excellent interpersonal skills

• 1+ year experience in customer service, sales, tech support, or administrative roles
• Experience in a contact center or government-related work environment

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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 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.

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, 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…