Job Description

Location Killeen, TX Position Overview Day shift Call Center Agent responsible for handling inbound and outbound phone, chat, and email interactions for multiple clients. Work may involve customer service, technical support, or sales interactions. Candidates should be reliable, possess excellent communication skills, and be willing to learn on the job. Bilingual (Spanish-speaking) candidates are encouraged. Responsibilities Handle inbound and outbound contacts promptly and professionally. Ensure first-call resolution through problem-solving and effective call handling. Research system information and coordinate with other departments to resolve issues. Document and process customer claims accurately in the appropriate systems. Lead fact-finding discussions to determine the best options for the customer. Utilize knowledge base and training to answer customer questions following scripts, policies, and procedures. Comply with confidentiality and personal information requirements. Escalate customer issues to the appropriate staff as needed. Attend meetings and training to stay current on program knowledge, systems, and process changes. Adhere to attendance and work‑schedule requirements. Candidate Qualifications Must be 18 years of age or older. High school diploma or equivalent. Excellent organizational, written, and oral communication skills. Typing speed of 20+ words per minute. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Basic understanding of Windows operating system. Highly reliable with regular attendance and punctuality. Ability to evaluate, troubleshoot, and follow up on customer issues. Aptitude for conflict resolution, problem‑solving, and negotiation. Customer service orientation (empathetic, responsive, patient, conscientious). Ability to multi‑task, stay focused, and self‑manage. Strong team orientation and customer focus. Ability to thrive in a fast‑paced environment with change and ambiguity. Excellent interpersonal skills and ability to build relationships. Preferred Qualifications At least one year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center. State or federal work experience. Conditions of Employment Must be authorized to work in the country where the job is based. Must submit a Level II background/security investigation (with fingerprint) and drug screening; offers contingent on results. Compensation and Benefits Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days. Retirement Savings: Retirement savings programs where available. Disability Insurance: Short‑term disability coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Internal promotion opportunities. Paid Training: Earn while learning new skills. Work Environment: Team‑oriented culture. Dress Code: Casual. Physical Requirements The role is largely sedentary, requiring sitting/standing for long periods while using a computer and telephone headset. The employee may occasionally move around the office, reach, and lift up to 40 pounds. Reasonable Accommodation Consistent with the ADA, the company provides reasonable accommodations upon request unless undue hardship exists. Contact Human Resources for accommodations. Diversity and Equality All aspects of employment are based solely on merit and qualifications. MCI maintains a discrimination‑free environment and considers qualified applicants with criminal histories in a manner consistent with local and federal requirements. The company will not tolerate discrimination or harassment based on protected characteristics. #J-18808-Ljbffr MCI

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