Customer Care Specialist – Inbound & Outbound Calls

MCI; Killeen (TX); Hybrid; USD 32,000 - 42,000; Full time

Job summary

MCI is seeking Call Center Agents in the United States to support inbound and outbound customer service and sales projects for a variety of clients. You will handle inquiries, assist customers, and upsell products and services.

Training is provided, with opportunities for advancement into supervision, training, and operations management. Ideal candidates are motivated, reliable, and customer-focused, with strong communication skills and the ability to work in a fast-paced environment.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Typing swiftly and accurately (20+ words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem-solving, and negotiation.
• Customer service oriented (empathetic, responsive, patient).
• Ability to multitask, stay focused, and self-manage.
• Strong team orientation and customer focus.
• Thrives in a fast-paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships.

Responsibilities

• 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; coordinate with other departments to resolve issues.
• Accurately document and process customer claims in appropriate systems.
• Lead fact-finding discussions to determine best options for the customer.
• Utilize knowledge base and training to answer questions while following scripts and policies.
• Comply with confidentiality requirements and personal information protections.
• Escalate customer issues to appropriate staff for resolution.
• Attend meetings and training; stay up-to-date on program knowledge, systems, and processes.
• Adhere to attendance and work schedule requirements.

Skills

Age 18+

High school diploma

Organizational skills

Typing 20 wpm

MS Office

Windows OS

Punctuality

Problem solving

Customer service

Multitasking

Team oriented

Education

High school diploma or equivalent

Job description

MCI is seeking Call Center Agents in the United States to support inbound and outbound customer service and sales projects for a variety of clients. You will handle inquiries, assist customers, and upsell products and services.

Training is provided, with opportunities for advancement into supervision, training, and operations management. Ideal candidates are motivated, reliable, and customer-focused, with strong communication skills and the ability to work in a fast-paced environment.