Call Center Agent; at MCI Careers Las Cruces, NM

Job Description

LOCATION:

Las Cruces, NM | JOB TYPE:
Full-Time | PAY TYPES:
Hourly + Bonus

Handle inbound and outbound calls, chats, and emails to support customer service, technical support, and sales interactions.

Provide exceptional service, maintain a positive enthusiastic outlook, and work collaboratively with the team.

Key responsibilities include:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first-call resolution through problem-solving and effective call handling.
• Research systems to find missing information and coordinate with other departments when needed.
• Accurately document and process customer claims in appropriate systems.
• Lead fact‑finding discussions to determine the best options for the customer.
• Use knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff for resolution when necessary.
• Attend meetings and training to stay up to date on program knowledge, systems, and process changes.
• Adhere to all attendance and work schedule requirements.

Must be 18 years of age or older and possess a high school diploma or equivalent.

Excellent written and oral communication skills, with the ability to type at least 20 words per minute.

Basic knowledge of Microsoft Office Suite and the Windows operating system.

Highly reliable with regular attendance and punctuality required.

Strong problem‑solving, conflict resolution, and negotiation skills.

Customer‑service oriented, empathetic, patient, and conscientious.

Ability to multi‑task, stay focused, and manage time independently.

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 team members and customers.

Preferred (Not required):

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

• Must be authorized to work in the country where the job is based.
• Must submit to Level II background/security investigation with fingerprint; job offers are contingent on results.
• Must submit to drug screening; job offers are contingent on results.

Starting compensation is hourly with potential bonuses.

• Paid Time Off and paid holidays.
• Incentives and rewards, including cash bonuses and prizes.
• Health benefits (medical, dental, vision) after 60 days of employment.
• Retirement savings programs where available.
• Disability insurance.
• Life insurance options.
• Supplemental insurance (accident and critical illness).
• Career growth opportunities and internal promotions.
• Paid training.
• Casual dress code.

Job is largely sedentary, requiring long periods of sitting/standing while using a computer and telephone headset. Occasional light lifting up to 40 pounds may be required.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations when requested by a qualified applicant or employee, unless undue hardship would result.

At MCI, we embrace differences and maintain a workplace free from discrimination. All employment is based solely on merit and qualifications. MCI does not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other protected characteristic.

MCI considers qualified applicants with criminal histories in compliance with applicable laws.