Mass Markets ยท 2 months ago
Contact Center Representative II (Experienced)
US-TX-Killeen
Full-time
Onsite
Entry, Mid Level
2+ years expMCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. They are seeking a skilled Contact Center Representative II to handle inbound and outbound customer service and sales initiatives, resolving inquiries and promoting products and services.
ConsultingInformation Technology
Responsibilities
Manage inbound and outbound calls in a courteous, timely, and professional manner
Resolve customer issues effectively, 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
Conduct needs-based conversations to identify the best solutions for customers
Use training resources and knowledge bases to provide accurate information while following scripts and procedures
Maintain confidentiality and handle sensitive information appropriately
Escalate complex issues to the appropriate personnel when necessary
Participate in training sessions and team meetings to stay current on updates and best practices
Adhere to attendance and scheduling requirements
Qualification
Required
Must be 18 years or older
High school diploma or equivalent
Strong written, verbal, 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
Highly reliable with excellent time management and punctuality
Strong problem-solving, troubleshooting, and follow-up skills
Conflict resolution and negotiation abilities
Customer-focused with empathy, patience, and professionalism
Ability 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
Benefits
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy 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.
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase