Customer Service Agent

LOCATION Killeen, TX POSITION OVERVIEW MCI is a fast‑growing tech‑enabled business services company that operates a global call center footprint. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions to industries such as healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our agents work both on‑site and remotely, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are seeking a dedicated and customer‑focused Call Center Agent to join our team. In this role, you will handle customer inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience. If you have excellent communication skills, a problem‑solving mindset, and the ability to thrive in a high‑energy setting, we encourage you to apply. POSITION RESPONSIBILITIES Listen to customers, understand their needs, and resolve customer issues. Utilize systems and technology to complete account management tasks. Recognize sales opportunities and apply sales skills to upgrade. Explain and position products and processes with customers. Appropriately elevate customer dissatisfaction to the managerial team. Ensure first‑call resolution through problem‑solving and effective call handling. CANDIDATE QUALIFICATIONS Must be 18 years of age or older. High school diploma or equivalent. Excellent organizational, written, and oral communication skills. Ability to type swiftly and accurately (20+ words a minute). Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Basic understanding of Windows operating system. Highly reliable with the ability to maintain regular attendance and punctuality. Ability to evaluate, troubleshoot, and follow up on customer issues. An aptitude for conflict resolution, problem solving, and negotiation. Customer service orientation (empathetic, responsive, patient, and conscientious). Ability to multi‑task, stay focused, and self‑manage. Strong team orientation and customer focus. Ability to thrive in a fast‑paced environment where change and ambiguity prevail. Excellent interpersonal skills and the ability to build relationships with your team and customers. CONDITIONS OF EMPLOYMENT 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. COMPENSATION DETAILS Starting compensation is based on experience and is competitive for a mid‑level call center agent. We offer a variety of benefits and incentives to support and reward our team members. 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; all employees have access to MEC medical plans after 30 days. Retirement Savings : Secure future with retirement savings programs where available. Disability Insurance : Short‑term disability coverage is available. Life Insurance : Access to life insurance options. Supplemental Insurance : Accident and critical illness insurance. Career Growth : Internal promotions and advancement opportunities. Paid Training : Learn new skills while earning a paycheck. Work Environment : Team‑oriented culture that fosters collaboration. Casual Dress Code : Comfortable work attire. PHYSICAL REQUIREMENTS 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 about 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. REASONABLE ACCOMMODATION 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 hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. DIVERSITY AND EQUALITY At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant 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 characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr