Bilingual Call Center Representative

Bilingual Call Center RepresentativesMCI 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.Are you a strong communicator who thrives in a fast-paced environment and enjoys helping others? We're hiring Bilingual Call Center Representatives to support inbound customer service, help desk, and back-office processing for both commercial clients and public sector programs.In this role, you'll interact with customers across the country, resolving inquiries, troubleshooting basic technical issues, assisting with product and process-related questions, and representing some of the most recognized brands in the world.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.Key Responsibilities:Handle inbound and outbound customer contacts professionally and efficientlyListen actively to understand customer needs and provide accurate solutionsUse internal systems and tools to manage accounts and process inquiriesIdentify and act on sales opportunities to promote products and servicesClearly explain product features and processes to customersEscalate complex or dissatisfied customer issues to managementEnsure first-call resolution through effective troubleshooting and communicationStay up to date on program changes by attending training and reviewing materialsMaintain accurate documentation of customer interactions in CRM systemsAdhere to all scripts, policies, and confidentiality requirementsIdeal candidates for this position are highly motivated and dedicated and should possess the below qualities:Must be 18 years or olderHigh school diploma or equivalentStrong written and verbal communication skillsAbility to type 20+ words per minuteBasic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)Familiarity with Windows operating systemsReliable and punctual with strong time management and self-motivationSkilled in conflict resolution, problem-solving, and customer empathyAble to multi-task, stay focused, and work independentlyTeam-oriented with a strong customer-first mindsetComfortable working in a fast-paced, dynamic environmentPreferred (Not Required):1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative supportExperience working on state or federal programsCompensation 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.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.