Customer Experience Rep II - Inbound & Sales

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

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI is seeking a Contact Center Representative (Level II) to support inbound/outbound customer service and sales. The role involves assisting hundreds of customers weekly across the country, resolving issues, and promoting products, while staying motivated, energetic, and team-oriented in a fast-paced environment.

This on-site position offers paid training and clear paths to advancement into Supervisor, Trainer, Talent Acquisition, and Operations Management, with a focus on delivering

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• Strong written, verbal, and organizational communication skills.
• Typing speed of at least 20 words per minute.
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with Windows operating systems.
• Highly reliable with excellent time management and punctuality.
• Strong problem-solving, troubleshooting, and follow-up skills.
• Conflict resolution and negotiation abilities.
• Customer-focused with empathy, patience, and professionalism.
• Ability to multitask, self-manage, and stay focused.
• Team-oriented with a collaborative mindset.
• Comfortable working in a fast-paced, dynamic environment.
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues.

Responsibilities

• Handle inbound and outbound calls in a courteous, timely, and professional manner.
• Resolve customer issues effectively, aiming for first call resolution.
• Research internal systems to retrieve missing information and collaborate with other departments as needed.
• Accurately document customer interactions and process claims.
• Conduct needs-based conversations to identify the best solutions for customers.
• Use training resources and knowledge bases to provide accurate information while following scripts and procedures.
• Maintain confidentiality and handle sensitive information appropriately.
• Escalate complex issues to the appropriate personnel when necessary.
• Participate in training sessions and team meetings to stay current on updates and best practices.
• Adhere to attendance and scheduling requirements.

Skills

Communication skills

Typing speed 20 wpm

Microsoft Office

Time management

Problem solving

Customer-focused

Team orientation

Education

High school diploma or equivalent

Tools

Windows OS

Microsoft Office

Job description

MCI is seeking a Contact Center Representative (Level II) to support inbound/outbound customer service and sales. The role involves assisting hundreds of customers weekly across the country, resolving issues, and promoting products, while staying motivated, energetic, and team-oriented in a fast-paced environment.

This on-site position offers paid training and clear paths to advancement into Supervisor, Trainer, Talent Acquisition, and Operations Management, with a focus on delivering