Call Center Representative Job Openings (KILLEEEN, TX, USA)

Job Description

Job Description

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.

We are hiring an experienced and customer-driven Call Center Representative to join our team in Killeen . This Call Center Representative role is ideal for individuals who enjoy working in a fast-paced environment and are committed to delivering outstanding customer support.

As a Call Center Representative based in Killeen , you will handle inbound and outbound calls, resolve customer inquiries, and provide service that reflects our company’s quality standards. If you are searching for a reliable and growth-oriented position, this opportunity may be the right fit for you.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities: 

• Manage high-volume inbound and outbound calls as a Call Center Representative in Killeen
• Provide accurate, timely information on products, services, accounts, and billing
• Resolve customer concerns and escalate complex cases when required
• Achieve call center performance targets, including QA scores, resolution time, and customer satisfaction
• Accurately document all customer interactions in the CRM system
• Follow call scripts, compliance requirements, and all call center procedures
• Identify cross-sell or upsell opportunities when appropriate
• Maintain a professional, empathetic approach with every customer

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• High School Diploma / Grade 12 (required)
• 1–3 years of call center or customer service experience
• Strong verbal and written communication skills
• Ability to multitask and perform in a target-driven environment
• Basic computer skills and experience with CRM or call center tools
• Flexibility to work shifts as needed

Nice to Have

• Bilingual or multilingual abilities

• Familiarity with call center platforms such as Salesforce, Zendesk, or Avaya