Bilingual Customer Service Agent (Tolling)

About the role

MCI is seeking Bilingual Customer Service Agents to join our on-site team and support inbound customer service operations. This is an entry-level, on-site position with paid training, full benefits, and opportunities for advancement.

Responsibilities

• Handle inbound and outbound customer contacts in a timely and professional manner
• Listen actively to understand customer needs and resolve issues effectively
• Research internal systems to locate missing information and coordinate with other departments as needed
• Follow client-specific processes and maintain a courteous, professional tone
• Use technology and tools to manage customer accounts and process claims
• Accurately document all customer interactions in the appropriate systems
• Follow all required scripts, policies, and confidentiality protocols
• Escalate complex issues to the appropriate team or manager
• Ensure first-call resolution through effective problem-solving
• Stay current on program updates by attending training and reviewing materials
• Maintain attendance and schedule requirements

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to type 20+ words per minute
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Skilled in problem-solving, conflict resolution, and customer empathy
• Able to multi-task, stay organized, and work independently
• Team-oriented with a strong customer-first mindset
• Comfortable in a fast-paced, dynamic environment
• Prior experience in customer service, technical support, inside sales, back-office, chat, or administrative support is preferred
• Experience working on state or federal programs is preferred