Bilingual Call Center Representative
About the role
MCI is seeking Bilingual Call Center Representatives to support inbound customer service, help desk, and back-office processing for both commercial clients and public sector programs. The ideal candidate must be able to handle a variety of customer contacts professionally and efficiently, listen actively to understand customer needs, and provide accurate solutions.
Responsibilities
- Handle inbound and outbound customer contacts professionally and efficiently
- Listen actively to understand customer needs and provide accurate solutions
- Use internal systems and tools to manage accounts and process inquiries
- Identify and act on sales opportunities to promote products and services
- Clearly explain product features and processes to customers
- Escalate complex or dissatisfied customer issues to management
- Ensure first-call resolution through effective troubleshooting and communication
- Stay up to date on program changes by attending training and reviewing materials
- Maintain accurate documentation of customer interactions in CRM systems
- Adhere to all scripts, policies, and confidentiality requirements
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
- Experience working on state or federal programs
Conditions of Employment
- 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
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Compensation & Benefits That Fit Your Life.
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
MCI and its subsidiaries 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.