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Customer Service Agent (Weekend) - job 2 of 2

JOB TYPE

Part-Time

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.

 

We are looking for customer service agents to support inbound customer service, help desk, technical support, and back-office processing representatives for commercial and public sector positions. In this role, you will work weekends handling inbound calls, troubleshooting basic technical issues, assisting callers with product and process related inquiries while representing some of the most recognizable brands in the world. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

 

This is a wonderful opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

 

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.

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POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports 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:

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Ensure first call resolution through problems solving and effective call handling 
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
  • Accurately document and process customer claims in appropriate systems
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule 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 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 a 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 prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

 

Preferred (Not Required)

  • 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

CONDITIONS OF EMPLOYMENT

All MCI Locations

  • Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

  • 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

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

  • 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 90 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- and long-term disability coverage is available to help protect you during unexpected challenges.
  • Life Insurance: Access life insurance options to safeguard your loved ones.
  • 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.

Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

 

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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 person's 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 MCI's 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, MCI's 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 (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 & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,  EastWest BPO, TeleTechnology, and Vinculum.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

 

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

Average salary estimate

$37500 / YEARLY (est.)
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$30000K
$45000K

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What You Should Know About Customer Service Agent (Weekend), MCI Careers

Are you ready to kickstart your career as a Customer Service Agent with MCI in Killeen? We're on the lookout for enthusiastic individuals who are eager to join our team and make a difference, especially over the weekends! As a Customer Service Agent, you'll play a vital role in supporting inbound customer queries and assisting with technical issues as well as product-related inquiries. Your exceptional problem-solving skills and dedication to customer satisfaction will shine as you interact with customers from across the country, resolving issues and providing outstanding service. You’ll receive comprehensive training to ensure you feel confident in answering questions and handling customer interactions professionally. What’s more, this role offers fantastic opportunities for advancement – think Supervisor, Trainer, and beyond! Plus, we offer a vibrant work culture that values fun, engagement, and career growth. If you're motivated, patient, and ready to take on challenges, MCI is your new home. Join us and be part of a team dedicated to providing the best in customer service. Apply today, and let's embark on this journey together!

Frequently Asked Questions (FAQs) for Customer Service Agent (Weekend) Role at MCI Careers
What are the responsibilities of a Customer Service Agent at MCI?

As a Customer Service Agent at MCI, your primary responsibilities include providing support for inbound customer service calls, troubleshooting basic technical issues, and assisting callers with product inquiries. You will connect with hundreds of customers each week, ensuring their needs are met and striving for first-call resolutions. You will also document customer claims accurately and follow necessary protocols to maintain confidentiality.

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What qualifications do I need to become a Customer Service Agent at MCI?

To qualify for the Customer Service Agent position at MCI, applicants must be at least 18 years old and have a high school diploma or equivalent. Strong communication skills, a basic understanding of the Microsoft Office Suite, and the ability to evaluate and troubleshoot customer issues are essential. While prior experience in customer service is preferred, MCI provides excellent training for all new hires!

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What does the training process look like for a Customer Service Agent at MCI?

MCI offers comprehensive training for all new Customer Service Agents, focusing on providing the knowledge and skills necessary to excel in the role. You'll learn the ins and outs of customer service best practices, technical support procedures, and the specific systems you'll be using. This hands-on training ensures that you’re ready to engage with customers effectively and can build lasting relationships.

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Is there room for career growth as a Customer Service Agent at MCI?

Absolutely! MCI strongly believes in promoting from within and offers numerous opportunities for advancement. As a Customer Service Agent, you can aspire to roles such as Supervisor, Trainer, or even positions in Talent Acquisition and Operations Management. Your journey could lead you to exciting career paths within MCI as you grow and develop your skills.

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What kind of benefits does MCI offer to Customer Service Agents?

MCI values its employees and provides a competitive benefits package. Customer Service Agents can enjoy paid time off, health benefits, and retirement savings options, along with participation in incentive programs that reward performance. Additionally, the casual dress code and engaging work environment make MCI a fantastic place to advance your career while maintaining a work-life balance.

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Common Interview Questions for Customer Service Agent (Weekend)
Can you describe your experience with customer service?

In answering this question, highlight your previous roles that involved customer interaction. Provide specific examples of how you resolved issues, went above and beyond for customers, and the skills you utilized. Mention any relevant metrics that demonstrate your effectiveness in customer service.

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How do you handle difficult customers?

Discuss a specific instance where you handled a challenging customer situation. Focus on your approach to understanding their needs, remaining calm, and finding a solution. Emphasize your problem-solving skills and dedication to customer satisfaction.

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What do you think is the most important quality for a Customer Service Agent?

Articulate how empathy plays a crucial role in customer service. Highlight your commitment to understanding customer perspectives and how it drives you to provide exceptional service. Share examples of how you connected with customers through empathy.

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How do you prioritize tasks during busy times?

Explain your approach to prioritization and time management. Mention techniques you use to assess urgency, stay organized, and ensure tasks are completed efficiently. Provide examples when applicable.

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Why are you interested in working for MCI as a Customer Service Agent?

Share what specifically attracted you to MCI, such as its reputation in the industry, growth opportunities, or company culture. Align your personal and career goals with MCI's values and objectives.

Join Rise to see the full answer
Can you provide an example of a time when you went above and beyond for a customer?

Prepare a story that illustrates your commitment to customer satisfaction. Detail the situation, the actions you took, and the positive outcome. This showcases your dedication to providing exceptional service.

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What is your experience with technical support?

Discuss any experience you have with technical troubleshooting. Provide examples of the types of issues you've resolved and the resources you leveraged. This demonstrates your ability to assist customers with basic technical challenges effectively.

Join Rise to see the full answer
How do you keep yourself motivated during repetitive tasks?

Discuss strategies you employ to stay engaged and focused during repetitive work, such as setting personal goals, taking regular breaks, and finding ways to celebrate small achievements. This shows your resilience and commitment to quality work.

Join Rise to see the full answer
What would you do if you didn’t know the answer to a customer’s question?

Express your willingness to find the correct answer. Explain your approach to researching or escalating the issue to ensure the customer receives accurate information promptly. This showcases your problem-solving mindset.

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Why is teamwork important in customer service?

Explain how effective teamwork contributes to better customer experiences. Show that you value collaboration and believe that sharing knowledge and supporting one another enhances overall team performance, particularly in reaching customer satisfaction goals.

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EMPLOYMENT TYPE
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DATE POSTED
March 30, 2025

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