Bilingual Cable Sales Agent
About the role
MCI is a rapidly growing tech-enabled business services company with a strong presence in Dallas, TX. We provide a range of services including Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions. Our contact centers are staffed by both on-site and remote agents, utilizing advanced technologies to enhance customer journeys and reduce costs.
Responsibilities
- Handle inbound and outbound calls, emails, and live chats professionally and efficiently
- Listen actively to understand customer needs and provide accurate solutions
- Utilize internal systems and tools to manage customer accounts and process claims
- Accurately document customer interactions and resolutions in CRM systems
- Follow all required scripts, policies, and procedures
- Use training and knowledge base resources to answer inquiries confidently
- Escalate complex issues to management when necessary
- Ensure first-call resolution through effective troubleshooting and communication
- Stay current on program updates by attending training sessions and reviewing materials
- Maintain attendance, schedule, and performance expectations
Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Strong written and verbal communication skills
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Reliable and punctual with strong time management and self-motivation
- Skilled in conflict resolution, problem-solving, and customer empathy
- Able to multi-task, stay focused, and work independently
- Team-oriented with a strong customer-first mindset
- Comfortable working in a fast-paced, dynamic environment
- 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support (preferred)
- Experience working on state or federal programs (preferred)
Benefits
We offer a variety of benefits and incentives to support and reward our team members, including:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Compensation Details
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Compensation details are provided in the Conditions of Employment section.
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.
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.