Full-Time Call Center Representative (Urgently Hiring)

MCI; Killeen (TX); On-site; USD 16,531 - 24,796; Full time

Job summary

MCI is a leading tech-enabled services company delivering CX, BPO, and cloud solutions for diverse industries. We operate both on-site and remote contact centers to enhance customer journeys and reduce costs. This role supports customers via calls, email, and chat in a dynamic environment.

The position emphasizes professional communication, problem solving, and attention to detail in a team-driven setting. Candidates should be authorized to work in the United States and able to pass background

Qualifications

• Fluent in English with excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Able to multitask and remain effective in a fast-paced environment.

Responsibilities

• Answer inbound and/or outbound customer calls professionally and courteously.
• Assist customers with questions, account inquiries, and general support.
• Resolve customer concerns while maintaining a positive experience.
• Accurately document customer interactions in company systems.
• Meet productivity, quality, and attendance expectations.
• Follow company policies and call procedures.
• Maintain confidentiality of customer information.
• Collaborate with team members and supervisors to improve customer satisfaction.

Skills

Fluent English

Verbal and written communication

Problem solving

Multitasking in fast-paced environment

Education

High school diploma or GED

Tools

CRM software

Job description

Position Overview

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.

Key Responsibilities

• Answer inbound and/or make outbound customer calls professionally and courteously.
• Assist customers with questions, account inquiries, and general support.
• Resolve customer concerns while maintaining a positive experience.
• Accurately document customer interactions in company systems.
• Meet productivity, quality, and attendance expectations.
• Follow company policies and established call procedures.
• Maintain confidentiality of customer information.
• Collaborate with team members and supervisors to improve customer satisfaction.

Candidate Qualifications

• Must be 18 years or older.
• High school diploma or GED required.
• Fluent in English.
• Strong verbal and written communication skills.
• Excellent problem‑solving and active listening abilities.
• Ability to multitask and work in a fast‑paced environment.

Nice to Have

• Previous customer service experience is an advantage but not required.
• Previous outbound sales experience.
• Call center sales experience.
• Experience meeting sales quotas.
• CRM software experience.
• Upselling or cross‑selling experience.
• Bilingual or multilingual skills.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening; job offers are contingent on drug screening results.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.