Customer Experience Agent – Inbound & Outbound Sales

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

Job summary

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

This role offers industry-leading training and opportunities for advancement into Supervisor, Trainer, and Operations Management. Join a fast-paced team focused on exceptional customer satisfaction and performance.

Qualifications

• High school diploma or equivalent required.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.

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 locate missing information and coordinate with other departments.
• Accurately document and process customer claims in appropriate systems.
• Lead fact-finding discussions to determine the best options for the customer.
• Use knowledge base and training to answer questions while following scripts and policies.
• Respect confidentiality and personal information requirements.
• Escalate issues to appropriate staff for resolution as needed.
• Attend meetings and training to stay up-to-date on program knowledge and processes.

Skills

Customer service

Communication

Typing 20 wpm

Microsoft Office

Problem solving

Education

High school diploma or equivalent

Tools

MS Office

Job description

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

This role offers industry-leading training and opportunities for advancement into Supervisor, Trainer, and Operations Management. Join a fast-paced team focused on exceptional customer satisfaction and performance.