Call Center Representative

Position Overview

Killeen, TX

We are looking for enthusiastic, customer‑focused Customer Service Representatives to provide inbound customer support for a variety of commercial and public sector clients. The role involves handling product inquiries, basic technical troubleshooting, resolving account concerns, and professionally representing well‑known brands.

• Handle inbound and outbound customer interactions courteously, timely, and professionally.
• Listen actively, ascertain customer needs, and deliver accurate solutions.
• Troubleshoot basic technical issues and assist with product, service, billing, and account questions.
• Research information across multiple systems to resolve concerns or coordinate with other departments.
• Process customer requests, claims, and account updates accurately while maintaining detailed documentation.
• Utilize company systems, technology, and knowledge resources to manage customer accounts effectively.
• Follow all client‑specific processes, scripts, policies, and compliance requirements.
• Escalate complex concerns to appropriate departments or management when required.
• Strive for first‑contact resolution through effective problem‑solving and communication.
• Protect confidential and personal customer information in line with company policies and data privacy standards.
• Participate in ongoing training, team meetings, and development activities to stay current with products and processes.
• Meet performance, quality, attendance, and schedule adherence expectations.
• Contribute to a positive team environment while consistently delivering an outstanding customer experience.

• At least 18 years of age.
• High school diploma or equivalent.
• Experience using computers for data entry and customer support activities.
• Excellent verbal and written communication skills in English.
• Typing speed of at least 20 words per minute.
• Reliable wired high‑speed internet connection (minimum 20 Mbps) for applicable work‑from‑home positions.
• Strong organizational, time‑management, and multitasking skills.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Comfortable using Windows‑based applications and learning new software systems.
• Strong analytical and problem‑solving abilities.
• Excellent conflict resolution, negotiation, and interpersonal skills.
• Customer‑focused with empathy, patience, professionalism, and a genuine desire to help others.
• Ability to thrive in a fast‑paced, constantly evolving environment.
• Dependable with excellent attendance and punctuality.
• Strong team player with a positive attitude and willingness to learn.
• Ability to work scheduled shifts, including the required training period.

• One year of experience in a contact‑center environment supporting customer service, technical support, inside sales, back‑office operations, live chat, or administrative support.
• Previous experience supporting state or federal government programs is advantageous but not required.

• Authorized to work in the country where the job is based.
• Willing to submit up to a Level II background and/or security investigation with a fingerprint (job offer contingent on results).
• Willing to submit to drug screening (job offer contingent on results).

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move around the office to accomplish tasks;

reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue…