CALL CENTER REPRESENTATIVE (Full-Time & Part-Time)

MCI; Dallas (TX); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Career Growth

Paid Training

Job summary

MCI is looking for a Customer Service Representative in Dallas, TX, to support inbound customer service for both commercial and public sector clients. The role involves troubleshooting inquiries, assisting callers, and professionally representing several leading brands.

Candidates must be 18+, possess a high school diploma, and demonstrate excellent communication, organizational, and technical skills. Full-time employees are eligible for comprehensive health benefits after 60 days and earn PTO while participating in incentive programs.

Qualifications

• 18 years of age or older.
• Experience with data entry utilizing a computer.
• Fluent in English, both written and spoken.
• Reliable internet connection required.

Responsibilities

• Handle inbound and outbound contacts professionally.
• Resolve customer issues by understanding their needs.
• Documen customer claims accurately in systems.
• Attend meetings and training sessions.

Skills

Customer service orientation

Organizational skills

Written and verbal communication skills

Basic Microsoft Office knowledge

Conflict resolution

Ability to multi-task

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Position Overview

Customer Service Representative supporting inbound customer service, help desk, and back‑office processing for commercial and public sector clients in Dallas, TX. Handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process‑related inquiries, and represent several leading brands professionally.

Position Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately elevate customer issues with the managerial team.
• Ensure first call resolution through problem solving and effective call handling.
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

Candidate Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry utilizing a computer.
• The ability to read and speak English fluently.
• Have a wired, high‑speed internet connection (download speed of 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words per minute).
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow‑up on customer issues.
• An aptitude for conflict resolution, problem solving and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

Preferred Qualifications

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

Compensation & Benefits

• 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 eligible for comprehensive medical, dental, and vision coverage after 60 days; 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 available.
• Life Insurance: Access life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Significant advancement opportunities through internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Team‑oriented culture fosters collaboration and engagement.
• Casual Dress Code: Comfortable while you work.

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Regularly required to operate a computer and other office equipment, including a phone, copier, and printer. May occasionally need 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; 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 applies to all aspects of employment.

Diversity & Equality

MCI embraces differences and believes diversity benefits employees, customers, and the community. All employment based solely on merit and qualifications. MCI maintains a work environment free from discrimination. MCI considers qualified applicants with criminal histories under local and federal requirements and will not tolerate discrimination or harassment based on any protected characteristic.