Home Delivery Agent

About the role

MCI is a leading tech-enabled business services company with a strong presence in Dallas, TX. We provide a wide range of services including Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions. Our contact centers are staffed by both on-site and remote agents, utilizing advanced technologies to enhance customer journeys and reduce costs.

Responsibilities

• Manage inbound and outbound customer interactions with professionalism and courtesy.
• Actively listen to customer needs and provide effective, personalized solutions.
• Use internal systems to manage accounts and process claims accurately.
• Follow established scripts, policies, and procedures to ensure consistency.
• Leverage training and knowledge bases to respond to inquiries confidently.
• Maintain confidentiality and handle personal information responsibly.
• Escalate complex issues to the appropriate team when necessary.
• Strive for first-call resolution through effective problem-solving.
• Participate in training and stay current on system and process updates.
• Meet attendance and scheduling expectations consistently.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent required.
• Fluent in English (spoken and written).
• Typing speed of at least 20 words per minute.
• Proficient in data entry and basic computer use.
• Basic proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Comfortable navigating Windows PC applications and learning new systems.
• Reliable high-speed wired internet connection (minimum 20Mbps download).
• Strong communication and organizational skills.
• Dependable with excellent attendance and punctuality.
• Skilled in troubleshooting and resolving customer concerns.
• Customer-focused with empathy, patience, and responsiveness.
• Able to multitask, stay focused, and manage time independently.
• Team-oriented with a strong commitment to customer satisfaction.
• Thrives in a dynamic, fast-paced 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

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

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

MCI and its subsidiaries embrace diversity and believe that 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. 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 qualified applicants with criminal histories for employment 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. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.