MassMarkets is hiring: Call Center Agent (Days) in Killeen

Call Center Agent (Days) at MassMarkets

Location: Killeen, TX | Job Type: Full-Time

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

As a day shift Call Center Agent, you will be either dedicated to a specific project or handle blended inbound and outbound phone, chat, and e-mail interactions on behalf of multiple clients. There are a wide variety of project openings for some of the most recognizable brands in the world. You will provide customer service and educate and upsell customers on products and services. Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job every day. Schedules vary by site and project. This is an on-site, entry-level position with competitive compensation commensurate with experience. Bi-lingual (Spanish-speaking) candidates are encouraged to apply. To be considered, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Responsibilities

• Handle inbound and outbound calls in a courteous, timely, and professional manner.
• Ensure first-call resolution through problem-solving and effective call handling.
• Research systems to find missing information; 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 answer customer questions while following all scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal data.
• Escalate issues to the appropriate staff for resolution as needed.
• Attend meetings and training to stay up-to-date on program knowledge, systems, and process changes.
• Adhere to attendance and work schedule requirements.

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ WPM
• Basic knowledge of Microsoft Office Suite
• Basic understanding of Windows OS
• Reliable with good attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient)
• Ability to multitask, stay focused, and self-manage
• Strong teamwork and customer focus
• Thrives in a fast-paced environment with change and ambiguity

• Preferred (Not Required)
• One year of experience in customer service, technical support, or related roles 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
• Willing to undergo Level II background and/or security investigation with fingerprint; offers contingent on results
• Willing to submit to drug screening; offers contingent on results

Compensation & Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives designed to support and reward our team members, with details varying by location.

Benefits

• PTO and paid holidays
• Incentives and rewards including cash bonuses and prizes
• Health benefits for full-time employees after 60 days; MEC medical plans after 30 days
• Retirement savings where available
• Disability and life insurance options
• Supplemental insurance (accident, critical illness)
• Career growth and internal promotion opportunities
• Paid training and a collaborative work environment
• Casual dress code

If you're ready to join a company that recognizes your contributions and supports your growth, apply today.

About MassMarkets / MCI

MCI helps customers take on CX and DX challenges, offering BPO, staff augmentation, and IT services. MCI employs 10,000+ with 150+ client partners across multiple locations.

EEO/Disability statements and other required notices are maintained according to company policy.