Mass Markets is hiring: Entry-Level Call Center Agent (Full-Time) in Killeen

Overview

Entry-Level Call Center Agent (Full-Time). We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and upsell on new products and services. There are project openings on government programs as well as brands across the world. Candidates should be natural problem solvers who strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity to start your career with our growing team. Our industry-leading training helps you grow, with advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management. 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 contacts 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
• 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 scripts, policies, and procedures
• Protect confidential and personal information
• Escalate customer issues to the appropriate staff and management as needed
• Attend meetings and training; stay up-to-date on program knowledge, systems, and processes
• 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 oral communication skills
• Ability to type swiftly and accurately (20+ WPM)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows
• 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 oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Thrives in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

Preferred (Not Required)

• 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

Compensation & Benefits

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience, with various benefits and incentives to support and reward team members.

What You Can Expect From MCI

We offer benefits that go beyond a paycheck, including:

• Paid Time Off: PTO and paid holidays
• Incentives & Rewards: Contests with cash bonuses and prizes
• Health Benefits: Medical, dental, and vision coverage after 60 days; MEC options after 30 days (varies by location)
• Retirement Savings: Available where offered
• Disability Insurance: Short-term coverage
• Life Insurance: Options available
• Supplemental Insurance: Accident and critical illness
• Career Growth: Focus on internal promotions
• Paid Training: Learn while earning
• Casual Dress Code and engaging work environment

Other Details

This job operates in a professional office environment and is largely sedentary. You will sit/stand for long periods while using a computer and a telephone headset. You may move about the office to accomplish tasks; be able to lift up to 40 pounds as needed.

Conditions of Employment

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

Reasonable Accommodation

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations are provided upon request for qualified applicants or employees with a disability, unless undue hardship would result. Please contact Human Resources for accommodations.

Equal Opportunity Employer

MCI is an equal opportunity employer. We do not discriminate on any protected characteristic. All employment actions are based on merit and qualifications. We will consider qualified applicants with criminal histories as required by local and federal laws. We emphasize a diverse and inclusive work environment.

About MCI: MCI helps customers address CX and DX challenges with industry-leading solutions, including BPO, staffing, and IT services. More details are available in the full job description. This description provides a general overview and is not all-inclusive. The employer may revise duties at any time. This job description is not an employment contract, and employment may be terminated at any time for any reason.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting