MassMarkets
Inbound Helpdesk Representative ($15/hr.)
Location: Dallas, TX
Job Type: Full-Time
Pay Types: Hourly + Bonus
Application: No Resume Required, On-site Interview
Position Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes 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. This entry‑level role involves supporting inbound customer service, technical support, and back‑office processing for commercial and public sector clients. Candidates should possess excellent communication skills, be highly reliable, and be willing to learn on the job.
Position Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information and coordinate with other departments to resolve issues as applicable.
Follow the processes of the client program and perform all tasks in a courteous and professional manner.
Utilize systems and technology to complete account management tasks.
Accurately document and process customer claims in appropriate systems.
Follow all required scripts, policies, and procedures.
Utilize knowledge base and training to accurately answer customer questions.
Comply with requirements surrounding confidential information and personal information.
Appropriately escalate customer issues with the managerial team.
Ensure first call resolution through problem solving and effective call handling.
Attend meetings and training and review all new training material to stay up‑to‑date on program knowledge, systems, and processes.
Adhere to all attendance and work schedule requirements.
Candidate Qualifications Required
Must be 18 years of age or older.
High school diploma or equivalent.
Experience with data‑entry utilizing a computer.
Ability to read and speak English fluently.
Have a wired, high‑speed internet connection (Download speed of 20 Mbps+).
Excellent organizational, written, and oral communication skills.
Typing speed of at least 20 words per minute.
Ability to work regular scheduled shifts, including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
Highly reliable with the ability to maintain regular attendance and punctuality.
Customer service oriented (empathetic, responsive, patient, and conscientious).
Ability to multi‑task, stay focused, and self‑manage.
Strong team orientation and customer focus.
Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
Preferred
One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
State or federal work experience.
Compensation & Benefits
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have access to MEC medical plans after 30 days.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short‑term disability coverage is available.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: Significant advancement opportunities with a focus on internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. 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.
Diversity & Inclusion 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 and is committed to a diverse and equal‑opportunity work environment.
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Job Type: Full-Time
Pay Types: Hourly + Bonus
Application: No Resume Required, On-site Interview
Position Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes 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. This entry‑level role involves supporting inbound customer service, technical support, and back‑office processing for commercial and public sector clients. Candidates should possess excellent communication skills, be highly reliable, and be willing to learn on the job.
Position Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information and coordinate with other departments to resolve issues as applicable.
Follow the processes of the client program and perform all tasks in a courteous and professional manner.
Utilize systems and technology to complete account management tasks.
Accurately document and process customer claims in appropriate systems.
Follow all required scripts, policies, and procedures.
Utilize knowledge base and training to accurately answer customer questions.
Comply with requirements surrounding confidential information and personal information.
Appropriately escalate customer issues with the managerial team.
Ensure first call resolution through problem solving and effective call handling.
Attend meetings and training and review all new training material to stay up‑to‑date on program knowledge, systems, and processes.
Adhere to all attendance and work schedule requirements.
Candidate Qualifications Required
Must be 18 years of age or older.
High school diploma or equivalent.
Experience with data‑entry utilizing a computer.
Ability to read and speak English fluently.
Have a wired, high‑speed internet connection (Download speed of 20 Mbps+).
Excellent organizational, written, and oral communication skills.
Typing speed of at least 20 words per minute.
Ability to work regular scheduled shifts, including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
Highly reliable with the ability to maintain regular attendance and punctuality.
Customer service oriented (empathetic, responsive, patient, and conscientious).
Ability to multi‑task, stay focused, and self‑manage.
Strong team orientation and customer focus.
Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
Preferred
One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
State or federal work experience.
Compensation & Benefits
Paid Time Off: Earn PTO and paid holidays.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have access to MEC medical plans after 30 days.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short‑term disability coverage is available.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance.
Career Growth: Significant advancement opportunities with a focus on internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. 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.
Diversity & Inclusion 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 and is committed to a diverse and equal‑opportunity work environment.
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