Mass Markets ยท 5 months ago
Inbound Customer Service Agent
Killeen, TX
Full-time
Hybrid
Entry Level
1+ years expMass Markets is a rapidly growing tech-enabled business services company in the USA, specializing in customer experience and business process outsourcing. The Inbound Customer Service Agent will engage with customers nationwide, providing support, resolving technical issues, and promoting products and services to deliver a best-in-class customer experience.
ConsultingInformation Technology
Responsibilities
Handle inbound and outbound customer interactions in a courteous and professional manner
Deliver first-call resolution through problem solving and effective call handling
Research systems and coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in company systems
Follow all required scripts, policies, and procedures while ensuring customer satisfaction
Utilize training and knowledge base resources to answer questions accurately
Escalate unresolved or complex issues to the appropriate teams as necessary
Protect customer confidentiality and handle sensitive information responsibly
Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
Consistently meet attendance and work schedule requirements
Qualification
Required
Must be 18+ years old with a high school diploma or equivalent
Excellent written and verbal communication skills
Ability to type 20+ words per minute accurately
Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with the Windows operating system
Reliable and punctual with strong organizational skills
Strong ability to troubleshoot, resolve conflicts, and problem solve
Customer service oriented: empathetic, patient, responsive, and conscientious
Ability to multi-task, self-manage, and stay focused in a fast-paced environment
Strong team orientation with excellent interpersonal skills
Preferred
1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
Prior state or federal work experience
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