Call Center Agent

About the role

MCI is expanding its team in Dallas, TX and is seeking enthusiastic Call Centre Agents to join a fast-growing organization. The role involves handling inbound and outbound calls to support customer service, technical support, and customer sales interactions.

Responsibilities

• Handle inbound and outbound calls in a courteous and professional manner
• Resolve customer issues efficiently, 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
• Engage in solution-focused conversations to identify the best options for customers
• Use training materials and knowledge bases to provide accurate information while following scripts and procedures
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or specialized teams when necessary
• Stay current on program updates, systems, and procedures through regular training and meetings
• Adhere to attendance and scheduling requirements

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong verbal, written, 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
• Reliable and punctual with excellent time management
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy, patience, and professionalism
• Able 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

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Subject to the program and location of the position
• Willingness to submit up to a LEVEL II background and/or security investigation with a fingerprint
• Job offers are contingent on background/security investigation results
• Willingness to submit to drug screening
• Job offers are contingent on drug screening results

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

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.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.