Customer Experience Agent (Inbound/Outbound)

MCI; Killeen (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

MCI is seeking Customer Service Agents in the United States to support inbound and outbound customer service and sales projects for a wide variety of clients. You will handle inquiries, assist with customer questions, and upsell on new products and services across government programs and well-known brands.

The role offers industry-leading training and opportunities for advancement, including Supervisor, Trainer, and Operations Management, with both on-site and remote agent support.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• The 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.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problems solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• 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

Skills

Communication skills

Typing speed

Microsoft Office

Customer service

Education

High school diploma or equivalent

Job description

MCI is seeking Customer Service Agents in the United States to support inbound and outbound customer service and sales projects for a wide variety of clients. You will handle inquiries, assist with customer questions, and upsell on new products and services across government programs and well-known brands.

The role offers industry-leading training and opportunities for advancement, including Supervisor, Trainer, and Operations Management, with both on-site and remote agent support.