Job Description

Call Center Representative

Location: Dallas, TX

Position Overview: We are hiring Call Center Representatives to answer inbound calls and support customers through the sales process. Candidates can learn customer service and selling techniques while improving customer satisfaction with our products and services. Both experienced and entry-level candidates will learn on the job, demonstrating excellent communication skills and reliability.

Position Responsibilities:

• Consistently service customers, providing efficient resolutions
• Expand product and service knowledge daily
• Professionally build and support existing client relationships
• Serve as a brand ambassador managing large accounts
• Escalate customer dissatisfaction to the managerial team
• Utilize systems and technology to resolve initial interactions

Candidate Qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi?task, stay focused and self?manage
• Strong team orientation and customer focus
• The ability to thrive in a fast?paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Conditions of Employment:

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level?II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing 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.

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. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs where available.
• Disability Insurance: Short?term disability coverage available.
• Life Insurance: Access life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Internal promotions provide significant advancement opportunities.
• 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. 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. If reasonable accommodations are needed, please contact Human Resources.

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 persons 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 MCIs 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, MCIs 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.

About MCI:

MCI helps customers take on their CX and DX challenges differently, creating industry?leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services needs by providing general and specialized hosting, software, staff, and services. MCIs subsidiaries have a global presence and employ more than 10,000 individuals with diverse client partners.

Disclaimer:

The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all?inclusive list of the duties, responsibilities, skills, and qualifications required for the job. Candidates may be asked to perform other duties. The job description may be revised at any time. It does not constitute an employment contract.

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