Call Center Agent

LOCATION Dallas, TX POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.  At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We’re expanding our team in Dallas, TX and looking for enthusiastic Call Centre Agents to join our fast-growing organization. In this role, you’ll handle inbound phone interactions with both residential and business customers delivering exceptional service, resolving inquiries, and promoting relevant products and services. This is an excellent opportunity for individuals who are dependable, eager to learn, and passionate about customer care. We offer flexible scheduling with both full-time and part-time positions available. To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. -------------- POSITION RESPONSIBILITIES WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.  In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.   Key Responsibilities: Manage inbound and outbound calls in a courteous and professional manner Resolve customer issues efficiently, aiming for first-call resolution Research internal systems to retrieve missing information and collaborate with other departments as needed Accurately document customer interactions and process claims Engage in solution-focused conversations to identify the best options for customers Use training materials and knowledge bases to provide accurate information while following scripts and procedures Maintain confidentiality and handle sensitive information appropriately Escalate complex issues to supervisors or specialized teams when necessary Stay current on program updates, systems, and procedures through regular training and meetings Adhere to attendance and scheduling requirements CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.  Qualifications Must be 18 years or older High school diploma or equivalent Strong verbal, written, and organizational communication skills Typing speed of at least 20 words per minute Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) Familiarity with Windows operating systems Reliable and punctual with excellent time management Strong problem-solving and conflict resolution skills Customer-focused with empathy, patience, and professionalism Able to multitask, self-manage, and stay focused Team-oriented with a collaborative mindset Comfortable working in a fast-paced, dynamic environment Excellent interpersonal skills and the ability to build rapport with customers and colleagues ABOUT MCI (PARENT COMPANY) 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. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & e