Inbound Customer Service Agent

POSITION OVERVIEW

Killeen, TX

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.

We’re looking for an enthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a best-in-class customer experience.

You’ll interact with hundreds of customers each week, so we’re seeking confident, motivated individuals who bring energy, positivity, and a team-first mindset to every shift.

• Handle inbound and outbound customer interactions in a courteous and professional manner.
• Deliver first-call resolution through problem solving and effective call handling.
• Research systems and coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in company systems.
• Follow all required scripts, policies, and procedures while ensuring customer satisfaction.
• Utilize training and knowledge base resources to answer questions accurately.
• Escalate unresolved or complex issues to the appropriate teams as necessary.
• Protect customer confidentiality and handle sensitive information responsibly.
• Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes.
• Consistently meet attendance and work schedule requirements.

• Must be 18+ years old with a high school diploma or equivalent.
• Excellent written and verbal communication skills.
• Ability to type 20+ words per minute accurately.
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with the Windows operating system.
• Reliable and punctual with strong organizational skills.
• Strong ability to troubleshoot, resolve conflicts, and problem solve.
• Customer service oriented: empathetic, patient, responsive, and conscientious.
• Ability to multi-task, self-manage, and stay focused in a fast-paced environment.
• Strong team orientation with excellent interpersonal skills.

• 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment.
• Prior 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.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
• 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:
  Accident and critical illness insurance.
• Career Growth:
  Employees enjoy significant…