Customer Experience Specialist — Inbound & Outbound

MCI; Killeen (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

MCI is seeking Customer Service Agents in Killeen, TX to support inbound and outbound customer service and sales for a variety of clients. You will handle inquiries, assist with questions, and up-sell products and services. The role offers opportunities for advancement including Supervisor, Trainer, and Operations Management.

The position emphasizes problem-solving, excellent customer service, and a fast-paced environment with ongoing training and growth within a globally expanding organization.

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.

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

18+ years

High school diploma

Organizational skills

Typing speed

Microsoft Office

Windows OS

Reliability & attendance

Troubleshooting

Customer service

Multi-tasking

Team oriented

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Windows OS

Job description

MCI is seeking Customer Service Agents in Killeen, TX to support inbound and outbound customer service and sales for a variety of clients. You will handle inquiries, assist with questions, and up-sell products and services. The role offers opportunities for advancement including Supervisor, Trainer, and Operations Management.

The position emphasizes problem-solving, excellent customer service, and a fast-paced environment with ongoing training and growth within a globally expanding organization.